So to my previous thread "What Live Chat Do You Use", I would love to ask this:
How many of you like Automated or Manual Live Chat Pop Ups when browsing a website?

I personally do not like them, What are your thoughts?

Sean

The automated pop-up live chats that come up on every page are very annoying and would put me off using a website. I personally think live chat is a useful tool on a website if used properly. The "online", or "offline" image should be custom designed for your website so it looks professional. eg, Having a light blue "online" image on a black background looks tacky. I also think it's only a good tool if it is online regularly. There's nothing more off-putting when consdiering joining a host than to see their support is always offline.

The automated pop-up live chats that come up on every page are very annoying and would put me off using a website. I personally think live chat is a useful tool on a website if used properly. The "online", or "offline" image should be custom designed for your website so it looks professional. eg, Having a light blue "online" image on a black background looks tacky. I also think it's only a good tool if it is online regularly. There's nothing more off-putting when consdiering joining a host than to see their support is always offline.
Excellent Point.

I personally dislike it, It does not always deter me but I hate where reading into a site this popup suddenly appears. Some sites can be harassing with it and now that is a turn off.

Correct, Color variations suck. I once saw a site with Yello & Green and it was not the most firtuante site I have ever seen to say the least.

But I concur fully.

I don't use the pop-up option as it annoys customers, just having the offline/online icon is best.

The pop-up's are just annoying and get in people faces, I hate to se them when browsing a site.

Not a big fan of the automated live chat when browsing a website. Its in that border line between being aggresive in marketing and being over aggresive.
Though The objective behind using automated chats would be to get more conversions, but it may more often than not lead to a potential client being annoyed with the whole thing and giving it a pass.

IMHO, chats are an option for the customer to get in touch with his/her queries, and it shouldn't be thrust upon him/her.

Agree with all the above. If you are going to use Live Chat...make sure it is a visible option in your web design and staff is there when someone clicks it. And make sure the people staffing it actually know something. Some of the larger companies are starting to use "pro active" chat pop-ups that are nothing but annoying to the visitor. If I'm reading a page on your site, don't block it with a pop-up (not very smart). I also have had experience asking very simple questions just to clarify what was already on the page…and the live chat "specialist" couldn't answer the questions. This is at some of the most well known web hosting companies and computer manufacturers.

I don't mind the Live Chat pop up on the side of the screen as long as there is an option not to show it again if I do not need assistance. With that said, the sites where the live chat opens again and again no matter how many times you request them not to drive me crazy.

I don't mind them either if they're only on the homepage or if it offers the option to not show them again after the first time. I've been on sites where the pop-up would show on every single page and there wouldn't be an option to disable it. It really does get annoying.

I personally don't like anything that pops up on a site, be it a live chat or a survey.

I don't mind them either if they're only on the homepage or if it offers the option to not show them again after the first time. I've been on sites where the pop-up would show on every single page and there wouldn't be an option to disable it. It really does get annoying.

Yeah, like The Planet for instance -- Their live chat annoys the heck out of me!

I personally very much dislike Live Chat invites... If I want to speak to someone then I will click the Live Chat button, no need to harass me with messages :mad:

I agree. I equate the auto pop-up message to a sales person who doesn't understand the phrase "I'm just looking." and they follow you around the store. If I need help, I'll ask for it. Otherwise, stay out of my way! :)

I agree. I equate the auto pop-up message to a sales person who doesn't understand the phrase "I'm just looking." and they follow you around the store. If I need help, I'll ask for it. Otherwise, stay out of my way! :)

I understand where you are coming from but there is nothing worse than going to a site and not being able to find help. I have been to a site before where they said they offered live chat but I couldn't find it anywhere. I got frustrated and left. :(

That's poor design and similar to a store being open but all the employees are in the back. You have every right and SHOULD leave a site where you can't find what you're looking for, but that's the minority of sites out there or it's a company you shouldn't be doing business with. If a company wants to do business, they will make contact with them painless and effortless and if it's a brick and mortar company, it will have its employees visible when a customer walks in.

This coming from a customer who has left and never returned to many a furniture store and car lot. I know these people get commission and I always give my business to the person who checks in with me first (as long as they leave me alone until then). But I don't like being stalked as I surf a site or browse a store.

That's poor design and similar to a store being open but all the employees are in the back. You have every right and SHOULD leave a site where you can't find what you're looking for, but that's the minority of sites out there or it's a company you shouldn't be doing business with. If a company wants to do business, they will make contact with them painless and effortless and if it's a brick and mortar company, it will have its employees visible when a customer walks in.

This coming from a customer who has left and never returned to many a furniture store and car lot. I know these people get commission and I always give my business to the person who checks in with me first (as long as they leave me alone until then). But I don't like being stalked as I surf a site or browse a store.

I agree Scott...businesses should let a customer know they are there to help if they need but shouldn't hover over you. I do understand most sites are not as I described above and that many harass people with their pop ups.

I hate them... But I have used them.
If your PC crashes when your talking to a client they are good for getting back in contact with them.
Other than that... NEVER use them.

I hate them. If you go on SingleHop or ThePlanet it pops up. SingleHop does have a checkbox to stop it now however. The one on ThePlanet is just stupid. A couple of time's I've just left the site without even getting past the homepage.

Slap your live chat banner in the top-right like every half decent designer would....its not exactly hard to find it. Harassing your customers isn't the way to get sales.

I agree. I equate the auto pop-up message to a sales person who doesn't understand the phrase "I'm just looking." and they follow you around the store. If I need help, I'll ask for it. Otherwise, stay out of my way! :)
I suppose in that sense it can work both ways, I would not get a job in a clothes store for example. They push their employees to SELL, SELL, SELL!!

Do not say you hate when they follow you around the store cause you won't get the job! Imho.

Though in essence, I totally agree with you on that. I hate Live Chat popups when I am reading a sentence or a blog on their site etc it is annoying, Heck I should shut MSN down when doing it, ROFL.

When I look at hosts and see the pop-up, I go straight to my browsers back button, same with music

There's nothing more off-putting when consdiering joining a host than to see their support is always offline.I disagree, only to say that seeing the live chat is always "online" but never answered is more annoying.

I disagree, only to say that seeing the live chat is always "online" but never answered is more annoying.
This comes down to a persons opinion, Though that can be debateable :)

I do agree that if it shows online, then they're better be someone on the other end to answer in a reasonable amount of time. At least with the offline notice, you know not to even try.

I'm a big fan of the invisible gif for the offline image ;)

That way if you are not available it does not scare potential buyers by seeing a "Support is currently OFFLINE" image. Now when you are online it shows, but otherwise it does not.

Perhaps a "Standard" Static image would do saying "Live Chat" and use the one image without the Online and Offline wording?

Sean

Two words:

Rack. Space.

I also like the idea of an invisible gif and we utilize this technique on our site.

What does Rack. Space. have to do with anything?????

The whole subject of this thread - annoying pop-up live chat requests. Rackspace is plagued with them.

I guess I've not noticed as I haven't been to the raskspace site in such a long time. Thanks for the clarification.

I guess I've not noticed as I haven't been to the raskspace site in such a long time. Thanks for the clarification.
Yes, As soon as you access the site you are greeted with it. I never had time to read the part of the site where the Live Chat Overlays :(

I too despise pop up live chats, they can be very annoying especially when you get the feeling that you're being followed around the site. It also indicates desperation on the part of the company, and unprofessionalism if the popups are automated.

Only for sales purpose alone customers like to use this live chat popup/ pro active chat features based on time interval. I agree some time we got irritated , particularly Rackspace using VERY big window for that .

Only for sales purpose alone customers like to use this live chat popup/ pro active chat features based on time interval. I agree some time we got irritated , particularly Rackspace using VERY big window for that .
I suppose you could put in retrospective that it would be just as bad not seeing one at all, To one that is displayed in clear sight.

I sometimes need to speak with someone straight away, Though how convenient is it if you have to wait several hours or more for a response?

I suppose you can look at it that way aswell?

Sean

I actually like the live chat pop ups, as long as you can press the little "x" or "close", that makes them go away. But on some sites, it keeps appearing, that's just annoying..

I guess, to each their own. :)

Live chat option is useful when it is just available on the website. And sure it would be better if it was turned on during the business hours.

When the chat window appears out of the blue and overlays the whole screen - that is not acceptable. Wonder why site owners still use this feature - they should get statistics about customers leaving the pages and make some conclusions from it.

I actually like the live chat pop ups, as long as you can press the little "x" or "close", that makes them go away. But on some sites, it keeps appearing, that's just annoying.. I agree with that.

A live chat opportunity can come in handy (but might not immediately come to one's mind) while browsing a host's site looking for answers. So, an algorithm that can notice "searching behavior" and then offer a live chat pop-up, would be particularly effective sales wise, IMHO.

A pop-up like this is the equivalent of a sales person offering to help you out. As long as it's not overly aggressive and gives you a few minutes to find your way around the place first, it is proper service.