they conducted a survey on customer preferences with companies that offer both live chat and phone support as customer service channels, to help companies make more informed decisions about implementation. also, writing is slower than speaking – especially when you’re not experienced with a keyboard. messages sent over chat can be read and responded to right away.
evolutionary psychology explains this fear by our ancestors’ lives as hunter-gathers – when every stranger from outside the group formed a potentially lethal threat. make a joke and you’ll risk being misunderstood, and it’s hard to assess the appropriateness of making one in the first place. a customer may want to reach out via phone today, but live chat tomorrow.
although it’s in real-time, you aren’t able to hear someone’s voice and pick up on all the cues that come along with a verbal interaction. when there’s a question, live chat offers the most context, making it easier to resolve customer issues. if you throw a party and invite me over facebook, i might come… if i have time.
by adding live chat support, for example, you can reduce the pressure on your hotlines by absorbing the simple queries – freeing up energy for your phone reps to focus on the more complex ones. userlike, we often get the question, “why should we try live chat support when our customers can already reach us over the phone? certainly, live chat is more intimate than other support channels – notably email – but it’s not the best option when you’re looking for that personal touch.
(this explains the prominent role of chat in the online dating industry. of the main advantages, however, is that written conversations are easily saved – you store them outside of your head.’s Pascal van Opzeeland discusses the relative merits of phone and live chat support.