Email, Phone or Live Chat Support: How to Best Serve Your Customers

December 4, 2013 | By | Reply More

customer serviceIn 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.

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

  • Solutions can be provided immediately
  • 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.

 

 

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Category: Website Operations

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