Giving your customers an easy way to get in touch with you is one of the first requirements of good customer service. If your customers do not see convenient ways of getting in touch with your team regarding their questions they will contact your competitors and will tell the world about their experience.
Today online shoppers use not only email and phone for communication purposes.
Live chat and social media are gaining popularity among consumers and for some customers it is convenient to begin conversation using one channel and finish it using another.