subject: Email, Phone Or Live Chat Support: How To Best Serve Your Customers [print this page] 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.
Email Support:
"Cheapest form of support
oNo need for expensive telephone equipment or land lines
oBest for companies with global customers
oFree for customer to receive help
"Does not need to be 24/7 support
"Will lead to reduced number of phone or live chat contacts
oCustomers who have requests or need solutions that do not need to be solved immediately can use this form
"Provides a clear written solution to questions or requests
oCan clearly explain instructions
"Easily recorded
oPossible to transfer conversation if further help is needed
oCan improve on quality by reviewing conversations
"Flexible time frame
oDoes not require immediate response
"Lessens the need for native speakers
oForeign accents are no longer a problem
Live Chat Support:
"Cheaper form of support
oNo need for expensive telephone equipment or land lines
oBest for companies with global customers
oFree for customer to receive help
"Provides real time support
oSolutions can be provided immediately
oNo "on hold" waiting time
"Creates trust and reliability
oCustomers feel confident that they can receive help immediately
oCustomers feel that serving them is important to you
"Customer representative receive all necessary information
oCan ask the right questions and receive information immediately
"Easily recorded
oPossible to transfer conversation if further help is needed
oCan improve on quality by reviewing conversations
"Saves time
oRepresentatives can handle more than one customer at a time
"Lessens the need for native speakers
oForeign accents are no longer a problem
Phone Support:
"Provides real time support
oSolutions can be provided immediately
"Creates trust and reliability
oCustomers feel confident that they can receive help immediately
oCustomers feel that you appreciate their business
"Customer care representative receive all necessary information
oCan ask the right questions and receive information immediately
"Customers feel comfortable
oMost customers are most comfortable with phone support
oHelpful to people who are less technologically savvy
"Personable
o A helpful friendly voice can calm irritated customers
"Secure
oDoes 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.
