The top reason why customers prefer live chat is that it lets them get their questions answered immediately.
With live chat, you give customers a way to reach you in the exact moment that they have questions or problems they can’t solve. This feels much better than sending an email to a support team; with email, it’s hard to know when you’ll get a response back.
The immediacy of getting help is likely why customer satisfaction ratings tend to be higher for live chat than other types of support.
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