• Industry Insights
  • Calls Customer Service Or Live Chat? Which Is Better?

    So, you’ve decided to offer customer service over the phone or live chat. Great! But how do you know which method is best for your business? If you’re wondering whether one way of talking to customers is better than another, it’s helpful to know what customers prefer. So let’s look at some information about how people feel about both methods – and why they prefer one over the other.

    Should you have both options available to customers?

    In this day and age, customers expect your company to be available 24/7. If they contact you by phone, they want your customer service answering the phone right away. If they use the customer service chat for website feature instead, they expect someone to respond quickly and know what they’re talking about. 

    When it comes down to it, though, if you have one method of communication that works better than another for your business model, then focus on that method alone – otherwise, you’re likely to be spreading yourself too thin and missing out on either great service or brand loyalty from your customers.

    If the budget allows for both options, then go ahead and give callers the benefit of being able to communicate with someone instantly via live chat as well as over the phone at any time during their journey through your website or app before making a purchase decision. You can always change things up later if needed!

    Is one method better than the other?

    When you contact customer service, you have two options: customer service phone calls or live chat. So which is better?

    Phone calls are more personal, but they take longer and require more effort on the part of both parties. They also allow for more complex questions and answers because your entire conversation will be recorded. This makes them ideal for complex problems that require a lot of back-and-forth interaction between yourself and the representative.

    Live chats, on the other hand, are faster and more efficient because they allow you to get help from a real person without having to wait on hold or navigate through a clunky call centre menu system.

    One method is clearly in the lead.

    While most businesses today offer multiple ways to get help with a customer service issue, one method is clearly in the lead. Live chat is a better option than phone calls for several reasons:

    Customers like live chat because they can get help faster. 

    When you use this method to get help, you don’t have to wait on hold or talk to an agent who may be unable to assist you with your problem. Instead, the agent types back and forth with you until everything is resolved or dismissed. This allows customers to get answers more quickly (and often more efficiently) than when they call an automated phone system. 

    It’s more convenient for both parties involved in the conversation.  

    Because there’s no need for either party – the customer or representative – to make time during their day that could otherwise be spent working on something else, it’s more convenient for both the customer and your customer service team. It also allows customers who might have trouble speaking over the phone due to hearing loss or other issues. 

    Customers prefer live chat to phone calls for support.

    Live chat is more convenient and faster than calling, which makes it a better option for customers. Customers can ask questions immediately and get help from a live person rather than waiting on hold or being transferred to another department. Live chat also allows customers to be more specific about the issue they are experiencing and often results in less frustration for everyone involved. 

    Finally, live chat can be more personal than phone calls because it’s easier for customers to communicate their emotions by typing text rather than talking on the phone. This means that support agents have an easier time building rapport with their customers, so long as they’re paying attention to their tone as well as what they’re saying. 

    If your customers are more likely to prefer text-based conversations over phone calls or face-to-face interactions – especially if they’re frustrated by long hold times and transfers – then live chat is worth testing! The best way to determine if your customers would prefer live chat is to try it out! 

    You can use a fully managed service like Greechat to set up a support centre where your customers can ask questions and get answers in real time. It’s easy to set up and offers a comprehensive solution that increases your sales, not just a mere live chat app. 

    If you’re looking to get a handle on how well your customer service is performing, then consider the data we’ve discussed in this blog post. It’s important to understand which support method works best for your business. This can help you decide whether or not it would be a good idea to offer both options – or if one of them should be abandoned entirely. 

    If you want to go with the better option – live chat – Greechat can help. Greechat is a leading provider of live chat solutions that help businesses increase conversions and deliver better customer service. Our technology and services help businesses boost their lead generation and improve their sales through live chat.