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
– No need for expensive telephone equipment or land lines
– Best for companies with global customers
– Free for customer to receive help
Does not need to be 24/7 support
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
Provides a clear written solution to questions or requests
– Can clearly explain instructions
Easily recorded
– Possible to transfer conversation if further help is needed
– Can improve on quality by reviewing conversations
Flexible time frame
– Does not require immediate response
Lessens the need for native speakers
– Foreign accents are no longer a problem
Live Chat Support:
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
Provides real time support
– Solutions can be provided immediately
– No “on hold” waiting time
Creates trust and reliability
– Customers feel confident that they can receive help immediately
– Customers feel that serving them is important to you
Customer representative receive all necessary information
Can ask the right questions and receive information immediately
Easily recorded
– Possible to transfer conversation if further help is needed
– Can improve on quality by reviewing conversations
Saves time
– Representatives can handle more than one customer at a time
Lessens the need for native speakers
Foreign accents are no longer a problem
Phone Support:
Provides real time support
– Solutions can be provided immediately
Creates trust and reliability
– Customers feel confident that they can receive help immediately
– Customers feel that you appreciate their business
Customer care representative receive all necessary information
– Can ask the right questions and receive information immediately
Customers feel comfortable
– Most customers are most comfortable with phone support
– Helpful to people who are less technologically savvy
Personable
– A helpful friendly voice can calm irritated customers
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.
