Feedback Needed! Customizing the Start Conversation Button in the Messenger

I like ‘ask a question’ and a simple ‘contact us’.

All but contact us.
Contact us gives me the feeling it could take a while for a reaction. While Talk to us, Ask a questions etc sound more that I have direct contact with someone.

Would also love the option to create your own text. Then we can can go all out.
“Contact your superhero”

@Christine Z  All these sound like good options already if we can’t just have a free form option which may be preferred in the long run, it’s always great to have some out of the box options because there’s too much to think about when first setting up sometimes already :)

Will it be customizable based on rules?  So you can show a different version to different users… or.. visitors, leads, users etc? 

I like @Corrie Hermans-Webster ‘s suggestion of “Get help” because this could be mirroring what’s above it -- How can we help today?

But then, for some reason “Send us a message” feels like a good balance without focusing too much on just help -- since there may be other reasons for wanting to send a message. 

One of the challenges is also that with bot/AI responses… Ask a question and Get Help may feel more suited as someone mentioned above so they don’t necessarily give the sense of a live human helping you but then there are times when you want to make it clear there is a live human available to help you quickly.  I guess that’s why you currently have “Ask a question” and then “The team can help if needed” so even is someone gets an initial AI or bot response they know that teammates are available?

It may be interesting to have more than one option and let them choose similar to the path choices in bot responses --- Get help, Chat with us, Talk with us (assuming that Talk with us is a path to a voice channel option not just text otherwise I feel like Talk with us might feel misleading)

Also I’m guessing you will be doing this but if you are using a preset list of options, it might be interesting to see how different ones perform -- if you could a/b test them!  If one wording impacts the user experience differently or sets the wrong expectations etc.  
 

Thanks everyone, this is really helpful feedback! 

A few follow up thoughts:

For the first iteration, we’re sticking with a set of pre-determined options that teammates can choose from. There are a few reasons for that, but mainly (and candidly) it usually comes down to space and phrase/word length. The real estate in the Messenger is limited, and character count is key in situations like this. Throw in localization and it can be really difficult for teammates to manage this on their own. That said, we’re going to add other pre-canned options based on the feedback provided here. 

Also something I didn’t mention in the original post is that we will be giving teammates the option to not only modify the button text based on user/visitor but you will also now be able to modify the text based on if the end user will be speaking with a human or a bot first. That way we’re setting the right expectations with end users from the start. 

These options will be available in the next few weeks, and I’ll post back here when ready. In the meantime, all feedback is continually welcome. 

Thanks 😊