Quote from Ndubuisi Ekekwe on February 11, 2021, 11:52 AM

"Companies that deploy chat in commerce see higher revenue growth, stronger customer retention, reduced service costs, and increased marketing effectiveness than companies that don’t, indicates research from Aberdeen Research in partnership with Clickatell, a global leader in mobile communications and chat commerce."

I think that is true - we have noticed that most  of our members prefer Whatsapp and chats over emails. Yet, you cannot have immediacy if you do not have a playbook to provide human resources to manage it. So, before you have Chat integration as a channel, ensure there is someone customers will engage once they connect.