The days of 'I just want to talk to someone' are rapidly disappearing and being replaced with 'the last thing I want to do is have to talk to someone'. This is especially relevant in the part of the process that the internet dominates, which is self-service research, education, comparison and selection.

However, chat only works when the response is timely. As a startup, with only a handful of people, we faced the concern of 'How do I ensure a timely response to users on our site?'