PingUp had the right idea originally: To open up chat as a new channel for customer interaction with companies and services.
My first response when they asked my opinion was: As one of those companies, I would like to see a way to do transactions. They had a general chat system but not a way to submit a form for a VIP table reservation or sell an event ticket. It's interesting to see that they have pivoted to that idea.
However, that idea isn't going to carry them in the long term. Because they were right about the vision for customer interaction through chat channels. But they will not be able to dominate those new chat channels.
I'm aggressively pursuing chat agents as the next frontier in customer interaction, but PingUp is not on my list of chat channels to pursue. I'm concerned with Facebook, Apple, Snapchat, etc. Transactions start from the major chat infrastructure providers. To be part of that game you have to be one of them, and PingUp is not going to reach critical mass.