Adult chat by txing
This isn’t an issue for younger customers, but it could be for older ones.
Some people will want to use live chat, because that fits their needs.
These typing short cuts are also used in Email messages, IM messenger programs such as MSN and Yahoo, and commonly used today in SMS messages as text shortcuts when texting on mobile or cell phones.
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You might text to set up a call, but you probably won’t complete a long conversation through text.
Can’t use a keyboard: Your customer service reps would be able to use a keyboard, but customers would need to use their phones.