Demand for fast answers and availability
The customers of today have greater demands on availability, faster responses, and simpler solutions. A lot of this is due to the dramatically increased use of messaging services like Messenger, Slack, Kick, WhatsApp and WeChat. An average person currently spends about 90% of their time on the phone using messaging services and expects that other communication channels will also yield responses in near real-time.
This development indicates that direct communication, for example through a chat, is becoming more important, and that companies continuously need to find new solutions for collaborating with customers on the platforms where they spend most of their time.