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How does chat affect to the number of customer contacts?

The introduction of a live chat typically increases the total amount of contacts you get, so the decrease of contacts in phone and email is less than amount of chats you end up receiving.

However, typically chat agents can handle around 5 conversations at once, compared to 1 in phone and email channels. So despite the total amount of contacts increases, the efficiency of your customer service tends to also increase.


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