When choosing an option for communication, consider one that provides unparalleled support to your customers. Remember that at the end of the day, it is all about your customer and meeting their needs.
Technological advancement has created an array of options when it comes to channels of communication in a business. Today, businesses can use email, chat, social platform, or phone to communicate with their customers. Phone calls and live chats stand out if a business is looking for an on-demand and highly personalized option. What is so special about the two options? First, they give the customer an option to ask a question or to explain their problem effortlessly. However, if a business is looking for the best choice how can they choose between the two options?
Real Person Support
Technological advancement has created an array of options when it comes to channels of communication in a business. Today, businesses can use email, chat, social platform, or phone to communicate with their customers. Phone calls and live chats stand out if a business is looking for an on-demand and highly personalized option. What is so special about the two options? First, they give the customer an option to ask a question or to explain their problem effortlessly. However, if a business is looking for the best choice how can they choose between the two options?
Real Person Support
Phone calls are more personalized than live chats. Even though the customer gets real-time help, sometimes they may need to wait for some time if the live chat service providers are handling other live chats. During phone calls, the customer enjoys the benefits of knowing the tone of the person on the other end of the phone call. Live chat lacks tone, and some statements may sound ambiguous, rushed or inappropriate.
Proactive Support
In most cases, the customer initiates a phone call, but agents start a live chat. The agents can use the live chat to convince the customer to make a purchase but with phone calls, it is not easy to nudge the customer to ‘buy’.
Record Keeping
Records are an important part of a business, and they can help shape decision making. Fortunately, a business can keep records for phone and live chat support. Live chat support for websites provides additional information such as the keywords the customer searched for, the device they used to search the website, previous number of visits, their location, number of visits, and the time they spent on the website.
Customer Expectation
The trends in customer expectation response time have been increasing over time. In 2013, 62% of customers expected a response to their emails within half a day. In 2016, the percentage went up to 79%. This goes to show that whichever mode of communication you choose between phone and live chat, make sure you provide timely responses.
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