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I go further: if I have a question and don’t find a live chat widget, I usually navigate away immediately. Sorry but I’m very busy and I have no patience for sending emails and waiting for a response.

Biggest pet peeve is when they have a chat widget, it pops up, you figure, let me ask a question and then it says that nobody is available. No hours specified, no time zone listed, no email address where to send a request.

Chat widgets can be a good thing but its all about how you use them within the company... I'd say, definitely no popup, when nobody is available, just don't show the widget and redirect to a contact us form or email address. Make the support flow as dynamic as possible.

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