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Live Chat vs Email Support. What works best for SaaS?
For the last 12 months, we've been using live chat as a support tool for our bootstrapped testimonial SaaS, Senja. Today we decided to kill it, reason being that it creates unrealistic expectations for customers and it makes room for _very_ low quality conversations (will write more about this soon). Now I'm wondering if anyone else has had similar experiences. What are you using for your support and why?