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It is definitely a good thing for us agents. Much easier to work when nobody can talk over you or yell at you. The only problem with chat as opposed to phone is that it can get overwhelming, because we're expected to work at 3 chats at a time. So if I get 3 difficult customers or cases it can be too much to handle, especially when they start being impatient and start spamming, "Hello, hello, hello..., aRe YoU tHeRe??" If you don't reply to them the same second like they're the only person in the world. I still prefer it over the phone, however, less anxiety and stress.
I love chat, I am a full team chat.There are a few cases where phone calls are superior, but in those cases, I prefer the solution where we call the customer instead of the customer calling us. You don't have to worry as much about the tone of voice if you have a bad day, if you vent at the screen you feel better without disrupting the customer experience, you can send images and screenshots and literally "show" to the customer how to do it instead of having to explain in a convoluted manner over the phone.
I hate it. I want to talk to a real live person to fix my issue. Not some box that generates premade templates or responses that cant fix my issue. Also it takes away jobs.
I would say that depends on the request of the customer. Some specific actions are easy to do in a chat shorter than 3 minutes conversation. The problem with chats is when an action requires a 3rd party. It is a loss of time. To my mind, the best channel (average) is the mail. Personal preference.
I prefer live chat. I can send screenshots explaining stuff to the users, so they actually see it, this is especially useful with the older generations or with people who are not good with technology. Then again, having all 3 types of support (chat, email, calls) is also nice when you have an abusive customer, since you can restrict some form of communication while still giving support to the customer without having to terminate the business relationship (like limiting them to emails). Although the company I work for is not shy of doing that if the customer is abusive to staff.