Customer care platforms have evolved over the years due to a number of factors. Out of those, the most important factor has been customer preferences and requirements. Along with that, technology has played an important role in shaping up the way companies operate. One thing that has come across as a major differentiator in the way customer services operate is the 360-degree approach. Not so long ago, phone support was the only important medium for imparting customer care. But over the years, companies have also started using email and outsource chat support services.
Email Vs. Chat Support
Although every company would want to use every channel for customer support, it might not seem feasible because of restricted finances. So, if the toss up is between email and chat support services, it is logical that you should now the pros and cons for both of them:
- Email support is slower while chat support is faster, in terms of access to support and response
- Email support has more room for expression while chat support allows you to type a fixed number of characters (in most cases)
- Chat support allows for remote desktop sessions, making it more convenient
- Email support allows for attachment of large files. Although chat support also does that but only in restricted capacity.
- Chat support is popular amongst millennials while email is preferred by old school people
Whether you outsource email support services or outsource chat support services, both have their pros and cons. However, in the current scheme of things amidst Covid-19, it is very important that you use chat support services as they are more similar to phone support than email support.
Outsource Live Chat Support Services for Best Results
Running an additional chat support process over phone support can be mind-numbing, especially during Covid-19 times. But if your customer care is on lockdown, it makes good sense to outsource live chat support services to vendors who can run it in a professional manner.
Outsourcing allows you to cut down on costing, especially capital expense, which is minimized considerably. Also, it provides you access to readymade skills and talent that can be applied directly to your call center process. If you have doubts about the security aspect, you should choose the services of a seasoned vendor such as Vcall Global that absolutely guarantees security of customer detail. Vcall Global also has access to cutting-edge Live Chat tools that integrate analytics for improved agent efficiency.
