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Screen reader-friendly chat feature - does one exist?

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From: Judith.A.Blankman@wellsfargo.com
Date: Oct 22, 2015 3:52PM

Screen reader users - do you use online chat? Or do you prefer a different
way of seeking real time or other forms of customer support or sales
assistance?

Is there such a thing as a chat feature on a website that works well on
screen readers? I¹m interested in real working examples.

Is there a company out there that does this well? (IBM, AT&T, Target,
Comcast, etc.?)

The kinds of functionality and features we expect to beneficial are:

* When chat invitation is intrusive, knowing that it has popped up on the
screen
* Ability to move focus to the chat invitation popup in order to accept or
cancel
* If person cancels, to be able to return to where s/he was on the page
* Knowing when a service agent has responded to a question or comment.
Would an audio cue like a beep be helpful, if it can be muted when not
desired? Does anyone do this today?


Thanks,

Judith Blankman



Accessibility Strategist

Customer Experience (CX)

WFVC Digital | 550 California Street, 2nd floor | San Francisco, CA 94104
MAC A0112-020

Tel: 415-947-6583 | Cell: 415-601-1114


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