I personally like online chats more in my work as it is conveniently simple, quick, and not so problematic for both the client and the company.
Online chat can be used with other third-party applications. Chat support responsibilities include managing up to 5 bubbles to accommodate your visitors, collecting market data, and increasing availability for better customer service.
On the back end of the spectrum is the definition of email support. While live chat can store data in the cloud, emails serve as a digital overlay for you and your customers. Unlike real-time messaging, email is asynchronous and therefore does not follow a specific time flow or instantaneous connection between you and your end-users.
But I would recommend that you read an article on the subject
https://newmediaservices.com.au/do-customers-prefer-to-use-live-chat-instead-of-sending-an-email/, in order to understand more qualitatively this issue.
because it's hard to explain everything in a nutshell and a lot of important details are left out.
But you have to decide what to use.