Redefine routing with Message Channels Customers prefer live chat because of the fast response time. Why sit around and wait on an IVR call or for an email response when you can get immediate replies with chat support? When you have an online business, you are going to get a variety of requests from your customers. What could make or break your business depends on how well you manage issues that your customers face on a daily basis. The most annoying experience you can give your customers is being forwarded from one agent to another. Routing in live chat shouldn’t be a roulette. Automated routing is cardinal to provide a true omnichannel support experience. If your chat support is traditional and siloed, it’ll lead to a disconnect in communication, frustrate your customers, and deteriorate their loyalty with your business. In the best case, you end up with an unhappy customer. In the worst case, you lose the customer. With customers reaching out with diverse queries, it can be a ...