In technical support, there are generally 3 options for providing the customer support services your customer needs: email, live chat, and phone. Each has its own advantages depending on the nature of its products or services. As a general rule of thumb, you should choose the support system (s) that will make your customer most comfortable and satisfied. But how do you know what is the best way for your company? Here are some of the benefits of email support, live chat support, and phone support.
Email support:
The cheapest form of assistance
– No need for expensive phone equipment or land lines
– Best for companies with global clients
– Free for the client to receive help
No need 24/7 support
Will result in a reduced number of phone or live chat contacts
– Clients who have requests or need solutions that do not need to be resolved immediately can use this form
Provide a clear written solution to questions or requests.
– Can clearly explain instructions.
Record easily
– It is possible to transfer the conversation if more help is needed
– You can improve the quality by reviewing conversations.
Flexible time frame
– Does not require immediate response
Reduces the need for native speakers
– Foreign accents are no longer a problem
Live chat support:
Cheapest form of support
– No need for expensive phone equipment or land lines
– Best for companies with global clients
– Free for the client to receive help
Provides real-time support
– Solutions can be provided immediately
– No waiting time “on hold”
Create trust and reliability
– Clients feel confident that they can get help right away.
– Customers feel that serving them is important to you
The customer representative receives all the necessary information
You can ask the right questions and receive information immediately.
Record easily
– It is possible to transfer the conversation if more help is needed
– You can improve the quality by reviewing conversations.
Save time
– Representatives can handle more than one client at a time
Reduces the need for native speakers
Foreign accents are no longer a problem
Telephone support:
Provides real-time support
– Solutions can be provided immediately
Create trust and reliability
– Clients feel confident that they can get help right away.
– Customers feel that you appreciate their business.
The customer service representative receives all the necessary information
– You can ask the right questions and receive information immediately.
Clients are comfortable
– Most customers are more comfortable with phone support
– Useful for people who are less tech savvy
Good to see
– A friendly and helpful voice can calm irritated customers.
Sure
– Does not depend on the Internet to provide customer support
How you provide technical support services is highly dependent on your clientele. In most cases, it is best to provide a multitude of customer support service options so that the customer can choose what is most comfortable for them.