Economics of Live Chat Support Vs. Telephone Online Support

By: John Wilson

Web customers seek personalized attention. For this purpose companies provide customer services through call centers, which are quite expensive and have very limited uses, usually post sales. It is a costly undertaking since it requires a substantial amount of personnel and coaching, staff accommodation and maintenance.

in lieu of call centers is economical and advantageous. A phone operator can only handle one customer at a time, which can drive away those customers who make several, unsuccessful attempts to call. But a Live Operator can handle three to four customers at a time, which lowers the number of neglected customers to a large extent. Furthermore, with Live Operators on the website, visitors do not have to get disconnected from the internet to get a query answered. Live Support services are preferable to services supplied through other traditional platforms like telephone, since the live operators are fully qualified, thus relieving businesses of the burden of training and employee related expenses.

Though online help through emails is an improvement on the telephone support system, it lacks the human element and focused concentration provided through . Emails might go unattended or are answered after irritating delays, and as a result either the customers give up or turn into dissatisfied customers. Information on the website or through emails is not what the customer is looking for. Unless the information delivered to them is fast, significant and personal, they might browse to another site. Plus platforms like telephone support and online help usually serve in post sales.
Website navigation can be complex, cumbersome and more often than not fruitless. Through Live Chat visitors can get instantaneous results. Visitors do not even have to click any button. Live Operators initiate the conversation and also act as guides to the visitors, helping them navigate the site. The presence of Live Operators on the website helps prolong visitors stay on the website.

These qualify web visitors and produce leads by engaging the visitors in a conversation. They also reply visitors emails regarding products and services and schedule appointments with them. Not only does this provide a much needed human touch to the website, it also develops personal relationships with the customer, hence establishing a loyal customer base in the process.

Live Support is more preferable than other channels of communication since visitors get the exact information they are looking for without any effort on their part and in the least time possible. Assisting visitors in website navigation, generating leads and striving to qualify visitors through interactive communication does not only usually lead to a sale, but also serves as a memorable and pleasant experience for the customer and is an effective visitor retention strategy.

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