In app chats vs Instant Messengers for online business customer support?

[Kross]

For an online business, there is an option of giving customers support through the In App chat or using Instant Messengers. Which one do you prefer as a customer patronizing an online business? In app chat or using Instant Messengers?

 

[Springtime]

I prefer in app chat. It's more convenient. But the person who chat with me should be a real person because I find that a lot of time. robot chat cannot help to solve the problem

 

[eLdavis]

In app chat is faster and easier, so i prefer this method. This way i can do everything within the app.

 

[Augusta]

If they can contact the customer support team via instant messaging apps, they will immediately get answers that will help them resolve their issues.