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Self-service, live chat or email: which channel suits what?

This story is from 2026-10-17. It is preserved in the archive; the latest stories are on the live feed.

Short answer: Customers want to solve simple, recurring questions themselves, such as delivery status, returns and opening hours, and want a person when the issue is complex, emotional or about money. Self-service is cheapest per ticket, live chat suits a customer in the middle of a purchase, and e…

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  1. 2026-10-17 07:03 · DEV Community — AI
    Self-service, live chat or email: which channel suits what?

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