Direct chat with support
Chatting with customers and responding to their questions helps personalize a company's web presence. Apps like Intercom modernize the support experience by mirroring how messaging works on social media sites like Facebook. The ability to get help immediately also helps build trust in a brand.
Chat thus becomes an effective tool in helping customers solve their problems. For those who aren’t comfortable with computers, a representative can now help them remotely by cobrowsing or screen-sharing. And it removes the need to find and then browse through dense technical documentation, reducing friction.
Direct chat can also help convert new users in a highly contextual way. After all, if you’re working to solve a particular problem and suddenly get a message that helps you overcome exactly that problem, your belief in a product will skyrocket.