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Six reasons why customers hate your live chat: And how to fix it

Six reasons why customers hate your live chat: And how to fix it

Published by: Research Desk Released: Jul 19, 2020

Consumers want to chat with brands just like they do with friends and family — when and where it is most convenient for them — whether that means real-time communication or sending messages over an extended period of time when life gets busy.

With modern chat, customers aren’t limited by designated support hours. They don’t have to wait on hold until an agent enters the conversation, and can be notified when an agent sends them a message. This eliminates the need to wait in a browser or stay connected to their device, and allows richer, more personalized conversations that prioritize issue resolution over brevity.