methodology / Tech Fingerprint / #72
Customer support tools detected
#72 · Variable · Web Quality · weighted · Tech Fingerprint · weight 0% · impl implemented · method v1.2.0
Web Quality factor
This factor is part of Web Quality — the weighted 0..100 score that sits above Web Standards. Its weight depends on what kind of site is being measured. Web Standards items take priority; this factor only enters the score once Web Standards passes.
- Base weight
- 0.0 applied to every site type unless overridden below
- Why this weight
- Customer support tools detected — inventory only. Live-chat presence is captured by the contact-channel floor; whether the site uses Intercom vs Zendesk isn't a quality grade.
What this means for your business
A chat widget, help center, or contact form lets a customer ask a quick question at 9pm without picking up the phone. Without one, the question goes unanswered and so does the sale.
Plain title: Whether visitors can get help without calling
What we measure
Which support and chat tools your site loads. Common ones: Intercom, Drift, Crisp, Zendesk, HelpScout, Tidio.
How to improve your score
N/A — informational.
Facts
Implementation notes
Detect Intercom, Drift, Crisp, Zendesk, and HelpScout chat widget signatures in scripts.
Scoring
Scoring formulas are versioned with the methodology. The current method (v1.2.0) maps raw measurements to pass, warn, fail. Factor weights determine how much each contributes to the composite — see the methodology index for the full table.
Version history
| Version | Change | Date |
|---|---|---|
| v1.2.0 | Factor introduced. Status: live. Scoring impl: implemented. | 2026-04-25 |