Call center operations are no longer the way they used to be. Voice-based communication is no longer the only source of imparting customer or tech support. There has been a considerable rise in other methods of customer support like Live Chat Support Services and Email Support services. If you are contemplating running a Live Chat or Email Support process, then you should know about their pros and cons.
Pros and Cons of Live Chat Support
Pros:
- Preferred by millennials and younger generations who want faster access to support
- Live Chat Support can be made easily accessible to customers by placing a window on the webpage. Oftentimes, ecommerce and services websites integrate such options to facilitate the buyers and subscribers.
- Seamlessly transforms into a screen-sharing session for better support, especially in tech support scenarios
- Canned Reponses can be used for resolving the most common and recurring issues without wasting a lot of time
- Allows agents to run more than one chat at a time, which increase productivity
- Due to higher efficiency and lower AHT, the queues are shorter and chat abandonment rate is low
- Easy to attach proofs as scanned documents or photos
Cons:
- Lack of human touch in interactions due to text-based communication
- Incorrect information in typed responses can be used by customers as a proof, but it happens very rarely
Pros and Cons of Email Support Services
Pros:
- A professional mode of communication preferred by many customers
- Provides ample room for expression
- Easy to convey complex information e.g. in cases like complaints and RMA
- Easy to maintain a record of past communication via trail mails
Cons:
- Slow response time can be a turnoff for many customers
- Does not allow for two-way communication in real-time
Move to Contact Centers for Complete 360-degree Communication
Although email and chat do have their disadvantages, but their benefits far outweigh them. The best way to run support in the modern-times is by combining different modes of support in a single platform – Contact Center. When you combine voice-based support like call answering services and customer care with text-based support, then you are able to fulfill most requirements of your customer base. Running a blended operation where one agent is assigned with handling multiple channels can help you in:
- Providing a complete experience to your customers
- Maintaining continuity in communication
- Maintaining a consolidated database with every information and conversation captured at a single place
- Deriving insights by mining data accumulated via multiple customer contacts through different channels
In order to reap rewards of a contact center, you need to have the following capabilities:
- An experienced workforce with proficiency in different modes of support and contact center CRM
- High-quality networking solutions for a flawless customer experience
- A cutting-edge CRM that facilitates day-to-day conversations via different mediums
- IVR for routing customer contacts in the right direction
- Self-service options to maximize the efficacy of contact center experience
At Vcare, we specialize in Live Chat Support and Email Support Services, along with other voice-based services like inbound and outbound calling. We have robust infrastructure and contact center resources along with experienced manpower for this task. We also run a call answering services process, which can scale exactly as per your requirements. Our contact center services remain operational 24x7x365.
