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The first response is, of course, a bit too blunt – but it also doesn’t lay out for the dealer why they should reconsider their choices. It helps to encourage dealers to think about navigating the site from a user’s perspective to help them understand why something might not be recommended – in this case, as a user, seeing two different options for chatting in would be very confusing. Which one should they pick and why? Does it make the site look cluttered or unprofessional? Does one service have a very intrusive pop-up and the other one doesn’t? We don’t want to make a decision for the dealer, but we can provide our perspective and explain why one may be more off-putting for users than the other, or at the very least why having two can be confusing. They can use this knowledge, combined with how effective they feel the services are on their end, to determine which service they should stop using.
❌ There is nothing we can do to fix your speed issues.
✅ We are continuing to look into how to resolve some of these matters with our product team and hope to see improvements in the near future.
We should never tell the dealer there is nothing we can do about their problem, even if there practically is nothing we can do at the current time/their issues lie in things we cannot fix, like our version of Bootstrap/jQuery, etc. Instead, we want to assure the dealer that their concerns have been noted. We can help them by passing this feedback on to the product/dev team to help them find ways to improve our product across the board. We should always pass this information on to the product team to allow them to prioritize what items should be worked on or improved.
Assistance Expectations
Coming soon!