Availability mode

The problem: From all the user touch points and interviews being able to set your availability in live chat ranked pretty highly. This was not something that was included in the MVP but by talking to users we understood their needs and wants better.

Hypothesis: Offering the customer the option to set their status would support the outside sales user persona, not having to rely on their laptop to do more basic tasks.

Results: From launch we have tracked the usage of this and on average 20% of all users set their availably weekly. But from the data we also discovered that this number rises to 35% over the weekend supporting the idea of the emergency use case that you forgot to set it or are going into a meeting and need to change it quickly.

Future iterations: Other possibilities are to set availability for by channel (email, chat, facebook), calendar sync status or setting a predefined status (eg. one hour).