Website users expect immediate assistance when they use live chat. They’re looking for instant answers and straightforward solutions.
They’re also not tied to the communication in the same way that they may be on a phone call or in person. They may have other tabs open or be multitasking at the same time as they’re submitting the chat. It’s also easier to abandon a chat by leaving the website than it might be to, say, hang up unexpectedly on a phone call.
All of this is to say that if you’re not there to answer their questions when they need them, they’ll likely have no problem going somewhere else to find what they need.
That’s why properly setting your availability is one of the most crucial live chat best practices. Here’s how to set your availability in HubSpot live chat at both the user and organizational levels.