Live chat is a fast and convenient way to interact with businesses for customer service. Users prefer a chat over a help center or a phone call for several reasons. 

First, talking to a live representative can help users solve your unique problem, while help articles might miss their exact issues. Compared to a spoken conversation, a chat requires less emotional investment.

Another reason is that there's usually a written trace, and users can refer to it later. Finally, conversing in chats allows people to multitask while waiting for answers.^[1]