Side Hustle School Ep. 3076 - Q&A: “Should I add a live chat feature to my website?”
Jun 3, 2025
Is live chat a game changer or just more hassle for your business? Discover the pros and cons of adding this feature to your website. Explore how it can enhance customer engagement and potentially boost sales. Learn from a real-life case of a specialty coffee equipment store contemplating this addition. The discussion also highlights AI's role in chat systems and offers insights on whether live chat is a necessity for various business models.
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Live Chat's Evolution and Impact
- Live chat was initially valued for providing personalized, real-time support that felt very personal. - Now, AI-run chatbots often frustrate users by acting as barriers to real human interaction.
Match Chat to Business Needs
- Consider if live chat matches your business model and customer needs, such as selling high-ticket items where responsive support matters. - Avoid adding chat for low-cost, straightforward products where it may slow down the buying process.
AI Chatbots Can Frustrate Customers
- Most live chat services are now AI-driven, which can be less customer-friendly than initial human-run chat. - This shift highlights tension between automation and genuine customer care in online business.