Conversational or Chat Based UX is a new and exciting trend that gives you insight into what your customer is thinking and what they are looking for. Yet we see plenty of applications that build walls to keep away all kinds of user feedback...
https://uxplanet.org/collect-user-feedback-or-die-fb3a312f39b1/
A key thing to remember is that customers — the people who pay to use your product — should be central to everything you do. It sounds simple, but when you have free users in addition to paying customers, things get a bit trickier.
https://blog.drift.com/customer-vs-free-user-feedback/
