Will The Voice Of The Customer Change Into Email And Chat?


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Will The Voice Of The Customer Change Into Email And Chat

Over time, the voice of the customers in seeking service and support were transmitted through different channels in which inventions and innovations played a crucial part. The kind of customer service more than a hundred years back is a whole lot different from what we have today that even the term ‘one click or call away’ may even sound peculiar from people of the past.

Going down the memory lane, a customer’s voice can only be heard by going to the store and talking directly to the seller before the 20th century. That process is both time-consuming and expensive at the same time. After several years, the telephone provided more ease and convenience, as customers need not travel several miles for their inquiries about the product. After several more years, mobile phones were invented and made customer support even easier. Today—with the continuous technological advancements—customers can let their voice be heard through any means they want.

Phones and chat are the most utilized customer service tools these days. Both tools can provide real time and a highly personalized connection between the agent and the customer, allowing the latter to ask a question and receive an immediate response. But with the widespread use of Internet and latest technologies, is it possible to totally change the voice of the customer in query resolution into chat?

Phone and chat customer support: Which is better?

There are a few notable differences between phone and chat customer support.

Phone customer support provides a more personal connection, which is especially important for complex problems. It also prevents confusion on ambiguous matters. Typically, a phone support is reactive, wherein a customer initiates the conversation.

A chat customer support, on the other hand, is proactive. This means that agents have the capability to gently convince customers to make a purchase while browsing the site. It also allows agents to simultaneously provide support to multiple customers. Thus, it can significantly decrease wait times while increasing an agent’s productivity. Moreover, chat gives agents an ability to provide live chat analytics that gives crucial information about a customer’s need.

Statistics says

According to the report of Econsultancy—although the phone is the most frequent tool used to make contact—live chat has the highest satisfaction level for any customer service channel with 73%. Phone support only got 44%.

Forrester, an American research company, revealed that 57% of online consumers are very likely to abandon their purchase if they can’t find the answer to their questions. With live chat, such unwanted event can be prevented. In fact, 44% of online consumers believe that one of the most important features on a Web site is the presence of a live question who can answer their questions while in the process of online shopping.

Time is one of the key factors why people appreciate live chat. 79% of those who prefer live chat said that it helped them answer questions about the product quickly while 46% agreed that it was the most efficient communication method.

Will the voice of the customer change into chat?

There is a high probability that the voice of the customer will change into chat. When? That’s the real question. But given the above-mentioned statistics, chat support promises lots of potential in delivering exceptional customer service. Therefore, companies must look into it and consider having it for their business.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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