The preference for digital over voice is indisputable.
Chat allows the customer to request help from a customer care agent with the same widely utilised experience commonly used with friends and relatives, from his device. Customer’s support requests are cued on the agent dashboard for the first available agent to respond. Before starting to chat with the customer the agent will already have analysed the diagnostics log which pinpoints the issue, allowing him to be concise and effective in his issue-fixing instructions.
The advantage of chat is that one agent can support multiple customers at the same time and at their own pace.