Using live online chat can help customer service multitasking performance in the professional environment better than phone usage. Phones are costly, not only in terms of extra unnecessary funds but also in the amount of time it ties up a customer service rep. Chances are, your company already has internet connectivity, so why pay more to do business?
When doing customer assistance, you can easily be able to help more than one person at the same time over an online chat. It takes about a minute for each person to type out their next response to you, and in that time you have plenty of time to respond to a question or comment from somebody else. Bottom line, it saves the company money.
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