No matter who your customer base is, there’s a very good chance some of them will want to reach you via live chat.
Consequently, if you don’t offer them the option of using it, they could be going elsewhere and you could be losing sales. If they’re making a complaint, are frustrated because there’s a problem with the site, or an item they want to buy is out of stock, the customer might be a little “difficult” to deal with.
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While a limited number of offers may be sent by mail, promotional & coupon notifications are primarily sent by email and are based on marketing trends and your shopping habits.While the customer would probably rather not wait for a response at all, they’re going to feel much more positive about an interaction in which the agent kept them informed, than one in which they were left wondering what was going on. While a busy agent might feel inclined to end a conversation as quickly as possible, that’s a big mistake.