The use case for live chat on a website seems obvious at first glance. It’s a support tool that allows users to more quickly and painlessly get help from your team, rather than having to fill out a ticket or call. Here at the Signals team, however, we use live chat for one other very distinct use case: user testing.
The beauty of live chat is that it creates an avenue for you to speak with users when they’re in the thick of their experience with your product. As I explained in my previous post, it helps you get to the real problem. In addition, you can actually use it for gathering both qualitative and quantitative -- if executed under the right circumstances.