We use Intercom chat which is connected to our internal Slack at Bugasura.io (we are building the modern bug tracker)
It is quite difficult to get to talk to the users unless they have technical query.
Some things that work for us
1. Having the chat helped moved people further up the funnel
2. The chat offers to help at different points in the product (you can setup rules in intercom to bring up the chatt)
3. We also talk to paid users via email proactively (not many at this time) and funnel their input to the sprint
It is quite difficult to get to talk to the users unless they have technical query.
Some things that work for us
1. Having the chat helped moved people further up the funnel 2. The chat offers to help at different points in the product (you can setup rules in intercom to bring up the chatt) 3. We also talk to paid users via email proactively (not many at this time) and funnel their input to the sprint