As we all know, traditional customer services are mainly based on face-to-face in-store help, mailing catalogs, and telephone contacts such as call centers. The Internet has introduced new ways of delivering customer services on time and on target to address customers’ needs. Live Chat Online Customer Service uses live text chats, an innovative tool, and advanced features, such as shared co-browsing windows, to deliver real-time help and on-demand assistance to online customers. Although happening over the Internet, customers are interacting with real people synchronously.
Schiller, S. Z.
(2007). Connecting You With Real People at Real Time. Technology First, 5 (2), 7, 15-15.