Offering chat support from every page

Сhats are becoming a more convenient and less personal alternative to phone calls for customer support. Users expect to find the chat on the Help or Contact Us pages, so play to their expectations. Label it clearly as Chat or Live Chat — other labels will confuse users.

A common practice is to use a chatbot to get user information and identify the issue, and then redirect users to a real person. Make it clear that you're using a chatbot from the beginning — it will help users adjust their language and expectations.

If live support isn't available at the moment, let users know and offer them other means of support — for example, visiting the F.A.Q. section or sending an email.^[1]