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In technical support there are generally 3 options for providing the customer support services needed by your customer: Email, Live Chat, and Phone. Each one has its own advantages depending on the nature of your products or services. As a rule of thumb, you should choose the support system(s) that will make your customer most comfortable and satisfied. But how do you know which form is best for your company? Here are some advantages of email support, live chat support and phone support.

Email Support:

Cheapest form of support

– No need for expensive telephone equipment or land lines

– Best for companies with global customers

– Free for customer to receive help

Does not need to be 24/7 support

Will lead to reduced number of phone or live chat contacts

– Customers who have requests or need solutions that do not need to be solved immediately can use this form

Provides a clear written solution to questions or requests

– Can clearly explain instructions

Easily recorded

– Possible to transfer conversation if further help is needed

– Can improve on quality by reviewing conversations

Flexible time frame

– Does not require immediate response

Lessens the need for native speakers

– Foreign accents are no longer a problem

Live Chat Support:

Cheaper form of support

– No need for expensive telephone equipment or land lines

– Best for companies with global customers

– Free for customer to receive help

Provides real time support

– Solutions can be provided immediately

– No “on hold” waiting time

Creates trust and reliability

– Customers feel confident that they can receive help immediately

– Customers feel that serving them is important to you

Customer representative receive all necessary information

Can ask the right questions and receive information immediately

Easily recorded

– Possible to transfer conversation if further help is needed

– Can improve on quality by reviewing conversations

Saves time

– Representatives can handle more than one customer at a time

Lessens the need for native speakers

Foreign accents are no longer a problem

Phone Support:

Provides real time support

– Solutions can be provided immediately

Creates trust and reliability

– Customers feel confident that they can receive help immediately

– Customers feel that you appreciate their business

Customer care representative receive all necessary information

– Can ask the right questions and receive information immediately

Customers feel comfortable

– Most customers are most comfortable with phone support

– Helpful to people who are less technologically savvy

Personable

– A helpful friendly voice can calm irritated customers

Secure

– Does not depend on the internet to provide customer support

How you provide technical support services depends largely on your clientele. In most cases, providing a multitude of customer care support service options is best so that the customer can choose what they are most comfortable with.

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Source by R Van Herpen

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