If customers have a problem and they feel cut off from getting help, those feelings of helplessness may translate into feelings of negativity. And that, they’re more likely to share with others, doing real harm to your business.
Especially if you don’t have a physical location, it’s important to have multiple ways of enabling contact—immediately. That’s why live chat can be such a lifesaver. It gives you an advantage over other companies, enabling your staff to respond right away to, which can help to negate any bad feelings.