Requiring sign-in can improve identity assurance for order-specific support, but it can also add work before a visitor asks a simple product question. Treat the setting as a measurable service-design decision, not an all-or-nothing opinion.
For two weeks, record chat starts, identified conversations, anonymous visitors, unanswered pre-purchase questions and order-specific cases. Compare the same store hours and traffic sources.
Product, sizing, availability and general shipping questions often need no customer record. Order lookup, account details and changes to an active order do. Define the minimum identity needed for each route.
Publish reviewed instant answers for questions that do not depend on personal order data. Keep a visible path to a person and never ask visitors to place sensitive information in an unverified chat.
Change one setting for 14 comparable days and watch both friction and safety. Continue only if useful conversations recover without more impersonation risk, unresolved cases or privacy mistakes.
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