As technology improves, customers demand better and better customer service from their favorite brands. Increasingly, the first place they go for help is the chat feature of a brand’s website. With this shift comes increased demand for high-quality, modern chat solutions.
Consumers often prefer not to use traditional, synchronous chat largely because it is session-based: as soon as a chat session is over, users can’t easily access the chat history. And if their problem wasn’t resolved in one session, or even if they had to step away from the screen, they have to start over with a new agent. Modern chat solutions solve these problems by offering asynchronous messaging capabilities, which preserve chat history and can follow users across multiple platforms and devices.
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