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Businesses need to repeat clients to grow. These days, customers are identifying the most appropriate channel to choose and to buy a product. The recent ATG research study reveals that 30% of customers use three or more media for a transaction. No wonder customer service support services are in demand. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visits and customer service – for their buying decisions.
Customers turn to customer service support if they cannot locate a store, have inquiries, or want someone to help them with their purchase. With their set of processes and technology infrastructure, call centers usually offer these common types of customer contact services – Telephone, E-mail, and Live Chat. Here are the advantages of each:
Telephone Support
1. Offers real-time, 24/7 support
2. Personable – customers feel at ease with friendly voices
3. Builds trust, professionalism, and credibility
4. The best platform for providing detailed information
5. Provides an opportunity to up-sell (if applicable)
E-mail Support
1. Inexpensive
2. Provides a documented solution to issues or concerns
3. Recordable
4. No need for 24/7 support
5. No need for voice-based agents to answer
Live Chat Support
1. Inexpensive customer support
2. Personable – customers feel welcome because it’s casual
3. Creates trust and credibility
4. Saves time
5. No need for voice-based agents to answer
How your customers reach out to your business depends on their choice of communication. Setting up multiple channels with customer service support is recommended because you cover the support systems considered comfortable and practical for them.
