I briefly touched on this in another thread. We've moved away from "Live Chat" and transitioned to "Messaging."
We'll have an article up on the forum explaining the changes in a bit more detail.
Similar concept, but with a few major differences:
- Asynchronous communication, customers have the added convenience of being able to enter and leave the interaction whenever they please
- Customers receive a push notification when the agent has replied to their enquiry
- Conversation history is always available on both sides of the conversation, providing context
Both communication types have their advantages. Sometimes, it depends the complexity of the enquiry.
The intention is for customers to be able to respond back at their own pace. Potentially, if the issue is a simple one, it can be treated as a chat service.
When I was in our Social Media response team, we worked off a very similar model.