December 30, 2009 ( PowerHomeBiz.com )
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In technical support there are generally 3 options for providing the
customer support services needed by your customer: Email, Live Chat, and
Phone. Each one has its own advantages depending on the nature of your
products or services. As a rule of thumb, you should choose the support
system(s) that will make your customer most comfortable and satisfied. But
how do you know which form is best for your company? Here are some
advantages of email support, live chat support and phone support. .
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Email Support:
1. Cheapest form of support
- No need for expensive telephone equipment or land lines
- Best for companies with global customers
- Free for customer to receive help
2. Does not need to be 24/7 support
3. Will lead to reduced number of phone or live chat contacts
- Customers who have requests or need solutions that do not need to be
solved immediately can use this form
4. Provides a clear written solution to questions or requests
- Can clearly explain instructions
5. Easily recorded
- Possible to transfer conversation if further help is needed
- Can improve on quality by reviewing conversations
6. Flexible time frame
- Does not require immediate response
7. Lessens the need for native speakers
- Foreign accents are no longer a problem
Live Chat Support:
1. Cheaper form of support
- No need for expensive telephone equipment or land lines
- Best for companies with global customers
- Free for customer to receive help
2. Provides real time support
- o Solutions can be provided immediately
- o No “on hold” waiting time
3. Creates trust and reliability
- Customers feel confident that they can receive help immediately
- Customers feel that serving them is important to you
4. Customer representative receive all necessary information
- Can ask the right questions and receive information immediately
5. Easily recorded
- Possible to transfer conversation if further help is needed
- Can improve on quality by reviewing conversations
6. Saves time
- Representatives can handle more than one customer at a time
7. Lessens the need for native speakers
- Foreign accents are no longer a problem
Phone Support:
1. Provides real time support
- Solutions can be provided immediately
2. Creates trust and reliability
- Customers feel confident that they can receive help immediately
- Customers feel that you appreciate their business
3. Customer care representative receive all necessary information
- Can ask the right questions and receive information immediately
4. Customers feel comfortable
- Most customers are most comfortable with phone support
- Helpful to people who are less technologically savvy
5. Personable
- A helpful friendly voice can calm irritated customers
6. Secure
- Does not depend on the internet to provide customer support
How you provide technical support services depends largely on your
clientele. In most cases, providing a multitude of customer care support
service options is best so that the customer can choose what they are most
comfortable with.
5CA provides worldwide 24/7 technical support and customer care, offering
these services in 20 different languages. To learn more about how 5CA can
help you with your email, live chat and phone support needs, contact us at
www.5ca.com or call us: +1 866 558
4167 (USA) +54 11 5272 1406 (Argentina).
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Rebecca Deering
Senior Internet Marketer
Connaxis Argentina
www.creative-outsourcing.com
