In today’s world, many people turn to chat for a fast, convenient way to interact with businesses for customer service. Chat is often considered superior to traditional methods like telephone calls for several reasons:
- There is less of an emotional investment in the conversation: it’s easier to type a message than to interact in real time with another person.
- There is a written trace of the conversation; both parties can refer to it later on.
- People can multitask. At least on large-screen devices, people can open multiple windows and do a different activity while waiting for the chat representative to respond.
One study participant summarized it well: “Chat is less...