Live Chat vs Phone
Live Chat Support produces better results than phone support
Especially in a society where the role of technology is playing a larger role than ever, consumer support resources are adapting to this change. In addition, telecommunication is becoming more and more obsolete, especially for consumer support. Live internet chat support has been proven to be more effective and is quickly becoming the medium of choice.
Studies have shown that people are more intimidated when having a person-to-person interaction, such as a phone call conversation, than using a more discrete communication channel. Live chat support software produces better results than phone support.
A live chat support channel allows for the consumer to ask precisely the question he or she would like answered without stuttering or being interrupted, for example. A phone call can be more like an experience with a demanding auto salesperson, putting the consumer in an uncomfortable situation.
Additionally, people can be reluctant to ask questions to someone over the phone. Especially if the consumer is unfamiliar with the salesperson on the phone, they are less likely to ask the real question they are inquiring about. Moreover, a consumer will tend to give into someone over the phone more often than over a discrete communication channel.
Finally, consumers can have a more calculated response because they do not have to respond instantaneously. Unlike a phone call where the support staff on the other end can be hard to understand or demanding, a communication channel over the internet is a friendlier type of communication. 
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Filed Under: Customer Service Software
