Why Is Multichannel Live Chat Essential for Modern Customer Service?

With the rise of social media and mobile devices, customers now communicate through various channels like Facebook Messenger, SMS, and WhatsApp across multiple devices. Live chat has evolved beyond a single channel, adapting to consumer behavior and technological advancements.

By using APIs, companies can consolidate multichannel chats into a single interface. For example, a Facebook Messenger message appears as a new chat in the same console as other conversations. Agents can reply from this unified platform, and the response is sent back to the original channel.

This approach benefits both agents and customers. Agents gain efficiency and visibility, handling all chats from one place, which improves First Contact Resolution (FCR). Customers enjoy seamless, convenient interactions through their preferred apps, whether they're at home, work, or on the go. Offering multichannel live chat also provides companies with a competitive edge over businesses that rely on limited communication channels.