Benefits of Live chat and online support over the phone support
Released on = June 15, 2007, 3:04 am
Press Release Author = Livehelpgenie
Industry = Software
Press Release Summary = Live chat is more scalable and less expensive than phone support. Reduce your service call volume and wait time by up to 90%, at much less initial cost.
Press Release Body = Live chat as a customer support tool! How does it score over the other customer support phenomenon? Try LiveChatGenie & feel the difference.
Customer support has never been so as important as it is now, in this era of customer centricity. Customer support can be provided through the telephone, through email and through online chatting.
Call centers have become popular in recent years for their ability to respond to customer queries in real time over the standard telephone networks. Call centers have been a successful phenomenon but it has its own limitations (discussed later). Email support is asynchronous and hence cannot be compared to Telephone or chat based support. Live chat is for customer support is picking up as a concept as compared to call centers and customer support on the phone. The experiences of customers using live chat versus the telephone are totally different. Average hold times are far shorter for live chat since operators can handle several chats at the same point of time. LivehelpGenie helps to resolve different issues faster than phone support and easily exchange text based data like URLs, Images, Emails and Passwords that are often complex to communicate verbally by phone. The speed of resolution and ability to perform other tasks while on hold gives your customers a more productive and satisfying customer service experience with your company.
There are several live chat tools available in the market, that enable an organization to chat with their website visitors in real time through their website.
There are several advantages that chat based support has over telephone based support.
Chat based customer support is far more cost effective that voice based support. In a call center, a customer support agent can handle only one call at a time. In a chat based contact center a customer support agent can handle more than one chat at a time. He can multiplex. Hence the agents are able to provide support to more customers in lesser cost and time.
A chat conversation enables a customer agent to send links, images and other digital information which assists him in providing customer support. For e.g. If an agent is explaining something about a Television to the customer, he can send some pictorial aids and links through the chat to make it easy for the customer to understand.
Chat based support makes it possible for people all over the world to interact freely. It does not impose any accent barriers in the communication. Thus we see that chat based support is the most efficient and effective means of customer support.
Try LivechatGenie the latest live chat software 10 days full featured free trial for better customer support. It enhances your ability to sell and support over the web by providing a comprehensive, easy to use solution that brings you and your site visitors closer together
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