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This means chat agents can help the customer with the context of customer’s history and activity.

With access to better tools, agents can provide better, more relevant support to customers – which, in the end, is a “win-win” for both the customer and the agent.

Now, more than ever, businesses need to fully support the online customer experience and provide them with quality online support.

In addition to phone, email, self-service, and video customer support channels, live chat is a great tool for online customer support that can lead to happier customers, increased conversions, and a reduction in service costs.

And they can easily carry that support all the way through checkout Overall, live chat brings very few interruptions to the customer’s online experience.

With live chat, agents have access to each customer’s browsing history, shortcuts/macros, co-browsing features, and many other helpful tools.

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