Email support still matters for formal requests, billing issues, and detailed complaints. But average email response time exceeds 12 hours.
Live chat delivers instant resolution for urgent questions, purchase decisions, and technical help. Gu Live Chat unifies both in one inbox.
Best strategy: let chatbot handle simple questions, agents handle complex ones, email for official correspondence.
With Gu Live Chat unified inbox, agents reply from the same interface regardless of channel. Full customer history on one screen.