[wy35]

Another opinion that is basically "well I don't like it so it must be bad for everyone!!!"

From the company-side, live chat has generated tons of leads for us vs. just an email address. It's also easier to manage these leads inside live chat software vs. a messy inbox.

From the customer-side, it's very annoying to do quick and frequent back-and-forth conversation via email. Replies take way longer and I want to see the entire conversation at once vs. in an email thread. Live chat fills the space of being as fast as phone calls but as convenient as email. There are times when I need instant support but can't call (e.g. if I'm in a noisy cafe and I need to resolve something while I have information pulled up on my laptop).