Live chat MVP

I heard a good story this week about in insurance company getting a minimum viable product for Live Chat on their website.  It was when live chat was first starting and as a service was too expensive for them to pursue.  They had a call centre so what they did was a cheap workaround.  There was a call to action for Live Chat on the site, with a picture of an agent ready to start messaging.  But when the pop-up chat window opened, it had a message apologising that all their live chat agents were busy.  But if the customer entered a telephone number they’d get a call right back on their phone.  This was technology they already had. By all accounts it was successful, focussing upon the goal (get an agent talking to the customer real time) rather than the tool.

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