Ben, thanks for posting this for me. A little more information:
- Our company uses chat conversations for both sales purposes (help with onboarding, etc) and ongoing support
- Why screenshots? Oftentimes a picture is worth 1000 words. I can mock up a screenshot in under a minute and communicate something to a customer or prospect that would otherwise require them to visit the KB or lots of back and forth chat. For sales, this can be the difference between someone staying on the site and staying engaged or leaving. For customers, it’s a much better experience and feels more responsive. Similarly, they can send us screenshots to indicate if something is going on or confusing. Right now, I have to reply separately via email or have my customers send me a separate email with a screenshot. Defeats the purpose of the chat and makes it harder to reference in the future.
- I should extrapolate this to also allow attachments, like CSV files. Also helpful in onboarding, especially since our product often involves data imports in order for prospects to successfully convert. Popping over a file via chat is a much easier lift than asking someone I’m already chatting with to now open and send an email.
- Other companies that use it: Intercom. We left Intercom for the integrated functionality of HubSpot but this feature really makes HubSpot’s chat much less valuable.