What Is Chat?
In a call center, a chat is two-way communication exchanged via text between the customer and contact center representative or agent. Chat via text enables customers and agents to communicate live or asynchronously, meaning they may begin a conversation and continue it at different time intervals, without losing context.
Benefits of Chat
There are various benefits of chat:
Convenience without losing connection or context
Enables agents to serve more than one customer at a time
Customers are able to communicate on their time schedule
Reduced operational costs for contact centers