Webchat has been slowly growing as a contact centre solution without the hype often associated with social media interactions. Webchat offers an immediate offering to a consumer without the need to dial a phone number. The facility to c onduct a webchat communication is normally initiated through a company's website. The key value to a company of webchat is that it is cheaper to deliver than phone based communications and here's why. A webchat communication typically takes twice as long as a phone call but a webchat call centre agent has 3 webchats opened concurrently. This effectively means that a webchat communications is at least 1/3rd cheaper than its telephone equivalent. Without the issue of accent, it's also easier to "offshore" webchat activity which can drive the price down further. There are also some other benefits to webchat such as the potential to take over a user's computer for technical support calls. However, there are some downsides to webchat. Firstly, webchat volumes tend to be lower than voice based interactions which can reduce efficiencies in workforce management. Some users also find webchat frustrating due to various issues such as the extended time to deal with an enquiry and the lack of empahty.