The fastest growing channel, chat is the exchange of text (typed) messages between a customer and the company providing service. Users are expressing a growing preference for chat over voice for several reasons: They often feel intimidated if they’re not tech savvy; they might have difficulty understanding certain accents; and they can’t multitask as easily on a phone call. The company providing service also may prefer chat, since a single agent can handle a number of chats simultaneously, and can also transmit links, documents and longer instructions that the customer can refer to in his own time.

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