Unfiltered Story #206212

, , , , | Unfiltered | August 26, 2020

I work for a company that offers “proactive live chat” on its website. That means if a customer’s actions while browsing meet specific criteria, it will trigger a pop-up in the corner of their screen asking if they want help. They can click “accept” or “decline”, or simply ignore it. This is a real transcript of one such chat.

Me: You are now chatting with [Name]. How may I help you?
Customer: Not sure. Need help message kept popping up!
Me: Hi [Customer’s name]. We offer help if you have been on a checkout page for longer than 30 seconds. However, if you don’t need help, you can decline the pop-up. Do you have any questions today?
Customer: Not really. Thank you.
Me: Okay. Thank you for contacting the [Company]. Have a good day.
[Customer] has left the conversation