Recently we've been testing live chat possibilities and it turns out there are fewer live chat conversations than submitted tickets if Live Chat is turned visible. It might be that our users feel more comfortable with submitting a ticket instead of live chatting with an agent. The problem is that when Live Chat is ON, one cannot send a ticket easily. They need to start a chat and close it to see the option to submit a ticket. So, our suggestion would be to provide two options for a site visitor: Begin a chat or Send a ticket, so users can opt for their preferred contact method.
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