Chat VS Voice: Which channel are you on?

Chat and voice support has been the medium of communication in providing excellent customer service and satisfaction. Both have proven to increase conversion rates, revenue, and customer loyalty. Yet, the debate on which one is better is still on. But looking into the positive aspects, both are beneficial in different ways, depending on the circumstances.

Chat provides efficient support as agents can handle multiple customers at a time. This avoids long queues, provides shortened wait time and fast resolution. Businesses can sustain 24/7 assistance by utilizing this channel. Most often, consumers demand an immediate answer to their queries so they can get on with their tasks. In this situation, chat support plays a vital role in the business perspective.

On the other hand, the value of having phone support can’t be outweighed for so many reasons. To name a few, it provides a personalized connection with the customers. Believe me, they would be relieved to know they are talking to a live person and not a machine.

Second, it is suitable when dealing with complex issues. More often than not, the real concern of the customers is deeper than what they verbalize. Only with proper probing can this be validated and provided with an appropriate solution.

Bottom line is, we can’t out rule that one is better than the other. Whatever channel is leveraged to provide support, it requires a thorough understanding to recognize the right situation for each channel.