Chat Services vs Calling Based Services
In times of peril such as internet issues, a broken washing machine or pretty much anything else these days, one turns to the customer care helpline of the respective product.
In calling based services or phone support, customers have a direct conversation with the customer support representatives over the phone.
You must be accustomed to windows popping up on websites greeting you and trying to initiate a conversation with you. Chat based services or "live chat" as it as popularly called is initiated by the customer by clicking a link on the website of the service provider. It is basically a computer typing responses back and forth instead of talking on the phone.
Calling based services are used widely for activities such as order taking to upselling and cross-selling. Chat based services are also ever so increasingly being used for a lot of business activities such as lead generation and closing pre-sales and post-sales queries to tech support.
Here's how they both provide very different experiences for both the customer and the client:
Human vs Computer feel in a Conversation
Phone support allows the customer to hear the customer service representative's voice. One can use their voice and this gives the whole experience a more real and human feeling.
On the other hand, people talk faster than they type. Some may find it more convenient to just call up a person instead of having to express themselves in words by typing. In fact, not everyone is the best at expressing themselves with words. Also, live chat comes with a loss of emotional subtext.
Phone-based services often require you to wait for long periods of time before you are connected to the customer support representative. Live chat, on the other hand, overcomes the issue of slow response time. As soon as you type your query in live chat, the customer service representative gets back to you with a response.
It also makes query solving more efficient for the representatives. If a customer asks a commonly asked question, one can simply copy and paste a pre-written response to the frequently asked question. Hence, it saves time for the representative as well.
Accents and background noise
An issue that often arises with call support is the clarity of the voice on the other side of the line. The person may have a certain foreign accent which makes it difficult to decipher what the issue or resolution to the issue is. Apart from hard to decipher accents, people deal with unpleasant background noises. Talking over such disturbances really hinders the process of resolution of the issue a customer is facing.
Live chat comes in here as a savior as there isn't a need to understand someone's speech through the background noise.Also, it bridges language barriers as one can use a language translator to communicate via chat.
Testing out the solution
In a live chat, customers can keep the channel open while they test out the resolution to the problem. In a calling based service, a customer can get back in touch if more help is needed by calling the representative again.
For live chat, the chat session may be open for hours and it often happens that the chat is transferred to a new customer support representative. Hence, in both calling and chat-based services, the team of representatives tends to keep a log of the conversation with the customer. So, the new representative has a clear idea of the stage of solving the issue that the customer is in. This allows greater customer satisfaction and more efficient communication.
Chat based and calling based services are indeed unique in their own way. In the end, it all depends upon on what the customer finds more convenient.
Revolutionary trends such as calling and chatting over an internet connection have made waves in the way businesses communicate with their customers. Another new trend is a free call back service offered by apps like Aino, that allows one to get in touch with multiple businesses and their service departments without the hassle of a slow response time.
Whatever maybe the channel, the aim is always to establish a relationship of trust between a customer and the company.