While I would typically research this until blue in the face, Allas I cannot find any specific research dedicated to this topic:
Our company (Gas and Electricity provider) is deliberating whether to place a web chat button function on 'every page' of the site or just a select few pages. The original design doc houses the web chat function in the universal navigation, hence making it a universal element IMO, however given the companies constraints on agents to answer these chat, they want to only place this on select pages.
My argument would be, given the placement is top right as part of the nav, this makes for an inconsistent experience, flicking from one page with a web chat button only for it to be missing on the next page.
Any further insights on this would be excellent, would having this on select pages create an ambiguous and inconsistent for those who are looking for a touchpoint to the company to answer questions
The web chat function would be primarily solving user queries with bills, moving house, and also secondarily used to help users switch plans.
Thanks, here is where the web chat button is currently placed: