{"id":26460,"date":"2023-09-04T15:04:49","date_gmt":"2023-09-04T15:04:49","guid":{"rendered":"\/en\/?p=26460"},"modified":"2024-02-20T12:19:31","modified_gmt":"2024-02-20T12:19:31","slug":"replace-live-chat-with-a-self-serve-contextual-helpbot","status":"publish","type":"post","link":"\/en\/replace-live-chat-with-a-self-serve-contextual-helpbot\/","title":{"rendered":"Replace \u201clive chat\u201d with a self-serve help"},"content":{"rendered":"\n<p><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\"><strong>First, what&#8217;s wrong with \u201clive chat \u201d\u00a0<\/strong><\/mark><\/p>\n\n\n\n<p>Most B2B SAAS companies offer \u201clive chat\u201d but only 20% of SaaS users actually use live chat. And why would they? Would you like to wait for 2 minutes and 30 seconds to get an answer? Even though only a few users want to \u201clive chat\u201d, it doesn\u2019t mean they\u2019re bad users.&nbsp;<\/p>\n\n\n\n<p>Truth is, many of your users just want to get their work done and don&#8217;t want to wait for a live agent to respond. They may prefer to find the information they need on their own or submit a ticket for later.<\/p>\n\n\n\n<p><strong>What to do instead?<\/strong><\/p>\n\n\n\n<p>Think about it from your user\u2019s standpoint, why did they log into your product?&nbsp; They\u2019re working on a job, trying to achieve a specific goal, and hoping your product can help them. They want to make progress and cross something off their to-do list. But \u201clive chat\u201d doesn\u2019t feel like progress, it feels like <em>delay.<\/em><\/p>\n\n\n\n<p><strong>Simple next steps<\/strong><\/p>\n\n\n\n<p>Think about the specific progress your prospects are trying to make, and how you can help them right away. Here are a few next steps you can offer, depending on the current state of your product:<\/p>\n\n\n\n<p>1. Create a comprehensive knowledge base <\/p>\n\n\n\n<p>2. Provide interactive onboarding <\/p>\n\n\n\n<p>3. Offer in-app contextual help <\/p>\n\n\n\n<p>4. Create How-to video tutorials <\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>These options need amplification, so, clearly communicate the availability of self-serve resources through in-app notifications, email campaigns, and on your website.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Bottom line is this &#8211; nobody wants to wait for a response. So, start by figuring out what users actually want, and offer them the \u2018help manifestation(s)\u2019 that enables them to achieve the goal for which they hired your product in the first place.<\/p>\n\n\n\n<p class=\"has-normal-font-size\">I hope this helps!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tired of waiting on live chat? Check out how self-serve help can get you moving faster!<\/p>\n","protected":false},"author":1,"featured_media":29008,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1507],"tags":[1505],"class_list":["post-26460","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-newsletter","tag-newsletter","entry"],"_links":{"self":[{"href":"\/en\/wp-json\/wp\/v2\/posts\/26460"}],"collection":[{"href":"\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/comments?post=26460"}],"version-history":[{"count":20,"href":"\/en\/wp-json\/wp\/v2\/posts\/26460\/revisions"}],"predecessor-version":[{"id":29041,"href":"\/en\/wp-json\/wp\/v2\/posts\/26460\/revisions\/29041"}],"wp:featuredmedia":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/media\/29008"}],"wp:attachment":[{"href":"\/en\/wp-json\/wp\/v2\/media?parent=26460"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/categories?post=26460"},{"taxonomy":"post_tag","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/tags?post=26460"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}