Support by email, phone or live chat: how to better serve your customers
In technical support, there are generally 3 options to provide the customer support services your customer needs: email, live chat, and phone. Each has its own advantages depending on the nature of its products or services. As a general rule, you should choose the support systems that will make your customer feel more comfortable and satisfied. But how do you know which form is best for your business? Here are some of the benefits of email support, live chat support, and phone support.
Support Email:
The cheapest form of support
– No need for expensive telephone equipment or landlines
– Best for companies with global customers
– Free for the customer to receive help.
Doesn’t need to be 24/7 support
Will lead to a reduced number of phone or live chat contacts
– Customers who have requests or need solutions that do not need to be resolved immediately can use this form
Provide a clear written solution to questions or requests.
– Can clearly explain instructions.
easily engraved
– It is possible to transfer the conversation if more help is needed
– You can improve the quality by reviewing conversations
flexible terms
– Does not require immediate response
Reduces the need for native speakers
– Foreign accents are no longer a problem
Live chat support:
Cheapest form of support
– No need for expensive telephone equipment or landlines
– Best for companies with global customers
– Free for the customer to receive help.
Provide real-time support
– Solutions can be provided immediately.
– No waiting time “on hold”
Build trust and reliability.
– Clients feel confident that they can get help right away
– Customers feel that serving them is important to you
The customer representative receives all the necessary information.
You can ask the right questions and receive information right away
easily engraved
– It is possible to transfer the conversation if more help is needed
– You can improve the quality by reviewing conversations
save time
– Representatives can serve more than one customer at a time
Reduces the need for native speakers
Foreign accents are no longer a problem
Telephone support:
Provide real-time support
– Solutions can be provided immediately.
Build trust and reliability.
– Clients feel confident that they can get help right away
– Customers feel that you appreciate their business
The customer service representative receives all the necessary information.
– You can ask the right questions and receive information immediately
Clients feel comfortable
– Most customers feel more comfortable with phone support
– Useful for people who are less tech savvy
Good to see
– A friendly and helpful voice can calm irritated customers
Sure
– Does not depend on the Internet to provide customer support
How you provide technical support services depends largely on your clientele. In most cases, it is best to provide a multitude of customer service support options so that the customer can choose what they are most comfortable with.