Chat is one of the most requested features (everyone has it) and one of the most abandoned. Here is the honest picture.
When it genuinely pays
- You sell something that needs explaining — configurations, sizes, compatibility
- You have someone to answer — this is the key
- Clients hesitate before paying — one question answered in 30 seconds is a saved order
- You work with foreign clients — typing beats an international call
When it backfires
- Nobody is there — a chat saying we usually reply in 5 minutes that stays silent for 6 hours is worse than no chat. The client feels ignored.
- It pops up instantly and covers content — especially on mobile, where it takes half the screen
- A fake bot pretending to be human — people recognise it and resent it
- A slow site — chat widgets carry heavy JavaScript; if you already load slowly, it is the last thing you need
The rule
Do not enable chat unless you can answer within minutes during working hours. A big visible phone number and a form promising a reply in 24 hours that you keep beats a chat that stays silent.
If you enable it — make it work
- Appear after 30-60 seconds or on exit intent, not after 3
- Clear working hours; outside them — a form, not an illusion of conversation
- A message that helps, not just Hi: any questions about prices or delivery?
- Mobile: a small icon, not a full screen
- If you use a bot — say it is a bot and offer a human
Alternatives that often work better
- A WhatsApp/Viber button — people are already there, and you keep the history
- A visible phone number in the header — for half your clients this is all they need
- A good FAQ — 80% of chat questions are the same five questions; answer them on the page and you get less chat and more sales
With us chat is an option in the configurator — but if you have nobody to answer, we will honestly tell you that you do not need it.