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by synlatexc 2308 days ago
The channel is the value. It's simple and every mobile phone has SMS. No need to keep a browser window open during a chat with support, nor is there a chance you'll miss a chat alert only to discover that the agent, after having waited x minutes, has disconnected, forcing you to start all over.
1 comments

This is precisely where the value is. More companies are allowing to "move" your online chat session to Facebook Messenger, WhatsApp, and SMS.