Key Takeaways
- Customers still prefer phone support due to habit, limited chat availability, and the desire for human connection.
- To improve chat support, businesses should focus on clear communication, strategic chatbot use, multilingual support, and analyzing chat records.
- The future of support will likely involve a blended approach, with both phone and chat playing essential roles in meeting customer needs.
In a world where instant gratification reigns supreme, the battle between phone and chat support rages on. A HubSpot survey dropped a bombshell, revealing that a whopping 69% of customers still prefer the good ol’ phone call over chat or any other support channel. But wait, there’s a twist! A Bold360 study predicts that chat support will be the golden child by 2021. So, what gives? Let’s dive in and uncover the reasons behind this phone-chat conundrum.
Habitual Resistance: The Phone’s Comfort Zone
Chat support is like the new kid on the block, while phone support is the seasoned veteran. Many customers are simply used to picking up the phone and chatting with a human, especially during those urgent “help me now!” moments. It’s a familiar and comfortable way to get support, like slipping into a cozy pair of slippers.
Limited Availability: When Chat Isn’t an Option
Not all businesses have embraced the chat revolution, leaving customers with no choice but to reach out via phone or email. This limited availability can make chat support seem like a distant dream, forcing customers to stick with the trusty phone.
The Human Connection: The Power of a Voice
For some customers, nothing beats the reassurance of a human voice on the other end of the line. They crave that personal connection, especially when dealing with complex issues or emotional situations. A friendly voice can provide comfort and empathy, something that chat support may struggle to replicate.
Improving Live Chat Service: Leveling Up Your Game
If you’re determined to make chat support a customer favorite, here are some pro tips to elevate your game:
Mindful Communication: The Art of Clear and Concise Chat
Craft messages that are easy to understand, grammatically correct, and respectful. Remember, you’re representing your brand, so every word counts.
Strategic Chatbot Use: Automating the Mundane
Chatbots can handle basic inquiries, freeing up your human reps for more complex issues. It’s like having a virtual assistant who takes care of the small stuff, leaving you to focus on the big stuff.
Multilingual Support: Breaking Language Barriers
In a globalized world, offering chat support in multiple languages is crucial. It shows that you value your customers, regardless of their native tongue.
Chat Record Storage: Mining for Gold
Don’t let those chat records gather digital dust. Review them to identify common issues, pain points, and areas where automation can shine.
Out-of-Office Message and Follow-Up Resources: Managing Expectations
Set clear support hours and provide alternative support options during off-hours. This way, customers know when to expect a response and have a backup plan when you’re not around.
Bonus: The Future of Support: A Blended Approach
The future of support lies in a harmonious blend of phone and chat. Chat support will continue to grow in popularity, offering convenience and efficiency. However, phone support will remain essential for those who value the human connection and need immediate assistance. Businesses that embrace this blended approach will be the ones that truly delight their customers.
Conclusion:
The phone vs. chat support debate is far from over. While phone support still holds a strong preference, chat support is gaining momentum. By understanding the reasons behind customer preferences and implementing the tips outlined above, businesses can improve their live chat service and create a seamless support experience that meets the evolving needs of today’s customers.
Frequently Asked Questions:
1. Why do customers prefer phone support?
Customers prefer phone support due to habit, limited availability of chat support, and the desire for a human connection.
2. What are the advantages of chat support?
Chat support offers convenience, efficiency, and the ability to handle multiple inquiries simultaneously.
3. How can businesses improve their live chat service?
Businesses can improve their live chat service by focusing on mindful communication, strategic chatbot use, multilingual support, chat record storage, and providing clear out-of-office messages and follow-up resources.
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