Social media signs that predicted the emergence of live chat

Social media may have started as a place for us to poke our friends and share LiveJournal updates, but when companies arrived on social platforms, they turned to an unlikely direction to treat these platforms as live chat for support channels.

This was unprecedented territory for businesses. Suddenly, customers had access to any company 24/7 and they expected instant support in the same way they were talking to their friends and family. This changed the way that companies had to conceptualize a robust customer support suite.

As support on social developed, companies realized that they needed to offer a type of support with the UX of social but through an official channel. Customer expectations around support had shifted and companies needed a way to give the customer what they now expected, even when they weren’t on social.

How did live chat for support evolve to fit this niche ?

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