The Major Pros and Cons of Live chat support and Email Support Services

Posted on by

Call center operations are no longer the way they used to be. Voice-based communication is no longer the only source of imparting customer or tech support. There has been a considerable rise in other methods of customer support like Live Chat Support Services and Email Support services. If you are contemplating running a Live Chat or Email Support process, then you should know about their pros and cons.

Pros and Cons of Live Chat Support

Pros:

  1. Preferred by millennials and younger generations who want faster access to support
  2. Live Chat Support can be made easily accessible to customers by placing a window on the webpage. Oftentimes, ecommerce and services websites integrate such options to facilitate the buyers and subscribers.
  3. Seamlessly transforms into a screen-sharing session for better support, especially in tech support scenarios
  4. Canned Reponses can be used for resolving the most common and recurring issues without wasting a lot of time
  5. Allows agents to run more than one chat at a time, which increase productivity
  6. Due to higher efficiency and lower AHT, the queues are shorter and chat abandonment rate is low
  7. Easy to attach proofs as scanned documents or photos

Cons:

  1. Lack of human touch in interactions due to text-based communication
  2. Incorrect information in typed responses can be used by customers as a proof, but it happens very rarely

Pros and Cons of Email Support Services

Pros:

  1. A professional mode of communication preferred by many customers
  2. Provides ample room for expression
  3. Easy to convey complex information e.g. in cases like complaints and RMA
  4. Easy to maintain a record of past communication via trail mails

Cons:

  1. Slow response time can be a turnoff for many customers
  2. Does not allow for two-way communication in real-time

Move to Contact Centers for Complete 360-degree Communication

Although email and chat do have their disadvantages, but their benefits far outweigh them. The best way to run support in the modern-times is by combining different modes of support in a single platform – Contact Center. When you combine voice-based support like call answering services and customer care with text-based support, then you are able to fulfill most requirements of your customer base. Running a blended operation where one agent is assigned with handling multiple channels can help you in:

  • Providing a complete experience to your customers
  • Maintaining continuity in communication
  • Maintaining a consolidated database with every information and conversation captured at a single place
  • Deriving insights by mining data accumulated via multiple customer contacts through different channels

In order to reap rewards of a contact center, you need to have the following capabilities:

  • An experienced workforce with proficiency in different modes of support and contact center CRM
  • High-quality networking solutions for a flawless customer experience
  • A cutting-edge CRM that facilitates day-to-day conversations via different mediums
  • IVR for routing customer contacts in the right direction
  • Self-service options to maximize the efficacy of contact center experience

At Vcare, we specialize in Live Chat Support and Email Support Services, along with other voice-based services like inbound and outbound calling. We have robust infrastructure and contact center resources along with experienced manpower for this task. We also run a call answering services process, which can scale exactly as per your requirements. Our contact center services remain operational 24x7x365.