Squarespace needs a chatbot

Come on Squarespace.

I logged on to ask the team a question about email forwarding – which, frustratingly – didn't work 'straight out of the box' like I was expecting.

I messed around on their FAQ site and couldn't find anything relevant.

So I selected the chat function. I wanted help NOW.

Not tomorrow.

I got this screen when I began...

I don't think it's acceptable in today's world to apologise for high volumes. Are we really still using that old chestnut in the world of predictable analytics and responsive AI customer experience solutions?

At a very minimum I am expecting you to be able to give me a time – in minutes – for when I'm likely to be served.

It was actually about 3 minutes before that screen changed, and I was connected to a support agent.

That's actually ok.

But just... tell me.

Set my expectations - and don't start the interaction by telling me you're busy.

Arrrrgh.

So it was just triage. Human triage? Maybe it was a bot.

Either way, it was a frustrating experience.

I would have been better off sending an email in the first place.

Or... they could have deployed a proper bot to manage all this for me.

I had a look at the source code of the page and it seems there are quite a few references to zdassets.com which would suggest they're using Zendesk for this function.

Is it time to upgrade, Squarespace? ;-)