Category Archives: Chat Icons

The Chat-Offline Hidden Icon

Live Chat Icon Example
Live Chat Icon Example

Some businesses prefer to handle their lead capture strategy in-house. The thought of having an outside party handle their after-hours and overflow chats just does not appeal to them. Every business has their reasons for wanting to take care of their own customers, so we’ve implemented a feature that will allow our customers to only take chats from their website when they are online and ready. We call this feature the chat-offline hidden icon.

Many of our customers agree with us that the Live Support Offline icon is a bit cheesy. What it says to your customers is that you offer chat as a communication channel, but not right now.

Instead, our philosophy is to advertise your live chat communication channel when you’re

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available and hide it when you’re not. If your operators are not available, your customers simply won’t see the chat icon on your website. Plain and simple.

Hidden Live Chat Icon Example
Hidden Live Chat Icon Example

Ideally, we will encourage you to implement a 24/7 chat strategy. The Web is a 24/7 environment, and we believe your customers should be able to contact a real, live, human being at any time.

However, if that’s not possible, hiding the chat icon when you’re away will save your customers from thinking you’re available when you’re not or tempting them with a live chat icon that says you’re not available.

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