In this day and age, we are used to communicating through short text messages in real-time. We are connecting with our friends and loved ones via SMS text, iMessage, Whatsapp, Facebook Messenger, Instagram, and thousands of other apps. So it should come as no surprise that the popularity of customer service via live chat is increasing.
Customers value the quick, on-point service that is delivered while they can keep on working on other tasks at the same time.
For contact centers it is effective because it saves time, labor, and money. Agents can handle multiple customer requests at the same time, the communication is short and not as repetitive as emails, so that customers can get an instant response to their questions.