There are already services which are in this space who are trying to get it right (olark.com comes to mind). I'm not really sure what the right way is, but if I had to take a guess, the experience should feel very homogeneous with the app which offers it. Yes, there's a reasonable amount of value you get out of a drop-in service that you don't have to configure or think about, but I think every point of interaction with the customer should be a carefully-thought decision and not a white-label feature you add as an after-thought.
I think if you were able to figure out how to construct a communication's channel that could be easily added to an app while neatly integrating into the existing experience, that would be a major win that I'd give you money to provide me.
customer.io intercom.io
Some examples of how this could be used:
- Send notifications about the status of your service/app
- Get in touch with specific users to provide support
- Messages directed to specific platforms
- Fast feedback from specifed users, like if there is someone who uses a feature more than other, ask why.
- Give rewards to your most passionate users.
In the end i would say that this is a service to let the users know that you are there. I have a quite clear view of all of this even if i might not have expressed it in the best way. I even have already something in my hands. but i wish to know if this is something that people might actually like/use.
Thanks :)