When it comes to offering high-quality customer support, one of the most important things to consider is the channel that you use. There’s email, social media channels, and, of course, the two most popular: chat support and phone support.
If you’re a startup business who can’t afford to handle several support channels at once, it’s best to start with offering either chat or phone assistance. The question is, which one is better for your brand? Read further to find out!
What Is Chat Support in Customer Service?
Chat support is a type of customer service that uses real-time chat or messaging to communicate with customers and provide them with assistance. It allows customers to connect with support agents through a chat window on a company's website or mobile app, and get their queries resolved or problems solved in real-time.
To implement chat support, you can deploy live chat support agents or use automated chatbots. It can also be both. You have to consider your business needs, objectives, and budget in order to land on the right option.
For live chat support, you have to choose the best live chat software, and have your agents use the tool for streamlined communication. Meanwhile, automated chat support involves the use of chatbots, which are software programs that can simulate human conversation and provide basic support to customers.
What Does Phone Support Mean in Customer Service?
Phone support is a type of customer service that involves communicating with customers over the phone to provide assistance, resolve issues, or answer questions. You may be more familiar with the term “call center” for this type of support.
Here, customers can call a dedicated phone number provided by the company and connect with a support representative who can provide personalized support.
From a company's perspective, phone support can be a cost-effective way to provide customer service. It allows support representatives to handle multiple queries simultaneously, reducing the need for additional staff. Moreover, it can be used to gather feedback and insights from customers, which can be useful in improving products or services.
What Are the Benefits and Disadvantages of Offering Chat Support?
Chat support comes with its own set of benefits and disadvantages, depending on how it’s implemented, the agents handling it, and the objectives of the business itself. Here are the things that you need to know about using the said support channel.
Benefits of Chat Support
Chat support offers several benefits to both customers and companies. Some of the key benefits of chat support include:
Immediate Assistance
Chat support can provide customers with immediate assistance because they can connect with a support agent in real-time and get their issues resolved quickly. Depending on the volume of customer needs, there is also a low chance of having long waiting times, which can lead to increased customer satisfaction and loyalty.
Multitasking
Chat support allows customers to multitask while receiving support, as they can continue to browse the website or use the app while chatting with the support agent, saving time and increasing productivity.
Cost-Effective
Using chat support for your business can also come with cost-effectivity. This allows support agents to handle multiple queries simultaneously, so you can say goodbye to hiring a large volume of staff.
Personalized Support
Chat support can be personalized to each customer's needs, as support agents can use customer data and chat history to provide tailored solutions. This makes it easier for the business to increase customer satisfaction.
Written Record
Chat support provides a written record of the conversation, which can be useful for both the customer and the company in case of any future disputes or misunderstandings.
Availability
If you like, you can also set your chat support’s availability to a 24/7 schedule. This will allow customers to connect with support agents at any time, lowering the chances of dissatisfied customers.
International Reach
Chat support can help companies provide customer support to customers around the world, regardless of time zones or language.
Disadvantages of Chat Support
While chat support offers many benefits, there are also some potential disadvantages that should be considered. Some of the key disadvantages of chat support include:
Limited Communication
Chat support can be less personal than other support channels such as phone support, as it does not allow for tone of voice or nonverbal cues. This can make it difficult to convey empathy or build rapport with customers.
Technical Issues
Since chat support relies heavily on software and advanced technology, it can be vulnerable to technical issues such as connectivity problems, slow response times, or software glitches, resulting in frustrated customers and a negative customer experience.
Misunderstandings
Chat support is a text-based communication channel, so there will be times when your customer support agent and the customer will get caught up in a misunderstanding. So, this increases chances of providing incorrect solutions or dealing with unresolved issues.
Limited Scope
Messages sent through chat can only handle so much. It may not be suitable for all types of queries or issues, particularly those that require more in-depth support or troubleshooting. In these cases, phone support or email support may be more appropriate.
Limited Emotional Connection
If sustaining emotional relationships with your customers is part of your branding, you may find it difficult to maintain if you use chat support. Since it doesn’t provide the same level of emotional connection as face-to-face communication, you’ll find it harder to build trust or establish a strong relationship with your market.
Difficulty Multitasking
While multitasking can be a benefit, it can also be a disadvantage as chat support agents may struggle to handle multiple chats at once while providing high-quality support.
What Are the Benefits and Disadvantages of Phone Support?
Similar to chat support, phone support is also a double-edged sword when it comes to customer service. Below are its benefits and disadvantages that you need to know.
Benefits of Phone Support
Phone support is one of the oldest ways of providing customer support, and it stays at the top for several reasons, including:
Personalized Support
Phone support provides a more personal touch than other support channels because customers can speak directly with a support representative. This can lead to a better understanding of the customer's needs and more effective solutions.
Immediate Assistance
In order to avail of phone support, customers just have to dial in a number, and a support representative will be ready to answer. This makes way for immediate assistance, and an effective method to increase customer satisfaction and loyalty.
Clear Communication
Phone support allows for clear and direct communication between the customer and the support representative since it’s easy to display the right tone of voice and nonverbal cues. This can help avoid misunderstandings and ensure that the customer's needs are met before the call even ends.
In-Depth Support
When it comes to providing in-depth support, phone support can outrank other support channels. Because customer support representatives can take the time to understand the customer's issue, they can guarantee and provide more comprehensive solutions.
Accessibility
Phone support is accessible to a wide range of customers, including those who may not have access to the internet or prefer not to use chat or email support.
Trust and Confidence
It’s easier for businesses to build trust and confidence between the customer and the company using phone support as it allows direct communication. Customer support representatives also can also add a more personal touch when it comes to addressing the issues at hand.
Feedback
Phone support can be used to gather feedback and insights from customers, which can be useful in improving products or services.
Disadvantages of Phone Support
Of course, phone support is not all pros. It also comes with a set of disadvantages that a business should look out for, such as:
Cost
Phone support can be more expensive than other support channels such as email or chat, as it requires more resources and staffing to handle customer calls.
Wait Times
Long wait times are one of the top disadvantages of phone support. Although it also offers real-time assistance and live customer support agents, customers may still have to wait for a while if it’s the peak season or there’s just a high volume of calls for that day. If handled ineffectively, the customer may give up on waiting for available assistance, leading to lower satisfaction.
Technical Issues
Phone support can be vulnerable to technical issues such as dropped calls, poor call quality, or system failures, all of which can result in a negative customer experience.
Limited Availability
Phone support may not be available 24/7, particularly for companies that operate in different time zones or have limited staffing. This means having to work around a schedule and risking having dissatisfied customers.
Language Barriers
Phone support can be difficult for customers who do not speak the same language as the support representative. It’s best if the company offers multilingual support to avoid these instances.
Limited Record Keeping
Because phone support relies on audio, it may not be able to provide a clear record of the conversation. This can be a disadvantage if the customer needs to refer back to the conversation or if there is a dispute with the resolution provided.
Final Verdict: Which Is Better Between Chat Support and Phone Support?
There is no definitive answer as to which customer service channel is better between chat support and phone support. Both channels have their own unique advantages and disadvantages, and the best option will depend on the specific needs and preferences of the business and its customers.
For an overview, chat support is often preferred by customers who are looking for quick and convenient support, particularly for online businesses that offer digital products or services. It can be particularly useful for businesses that want to improve response times, increase efficiency, or provide support outside of business hours.
Phone support, on the other hand, is often preferred by customers who require a more personalized or in-depth level of support, particularly for complex or technical issues. It can be particularly useful for businesses that want to build trust and loyalty, provide an immediate response, or handle sensitive or confidential information.
Ultimately, the best approach for businesses may be to offer both chat and phone support, along with other support channels such as email and social media, to provide customers with a wider range of options and help ensure their specific needs are met.
Outsource the Best Chat and Phone Customer Support Services
Regardless of whether you choose to have chat support, phone support, or both, for your business, what matters is you work with trustworthy professionals with valuable experience to provide effective customer support services for your brand.
At ManilaPros, we offer top-notch yet cost-effective customer support services dedicated to helping Ecommerce businesses achieve high customer satisfaction and retention. Whether you need live chat support, phone support, email support, or social media support, you can count on ManilaPros to give you the best service.
Do you want to know more about ManilaPros? Contact us today to learn more!
