Businesses scramble to make the best of their resources, especially small businesses and local enterprises that do not have many resources, to begin with. Often, overhead costs challenge their financial goals and they need to budget other arms of the business. Customer support and inquiry are still one of the most important mechanisms for lead […]
Businesses scramble to make the best of their resources, especially small businesses and local enterprises that do not have many resources, to begin with. Often, overhead costs challenge their financial goals and they need to budget other arms of the business.
Customer support and inquiry are still one of the most important mechanisms for lead generation and solid customer experience. There are many ways to go about it. Due to the immense success of social media platforms, many brands are tilting heavily toward these handles, while voice call support, chat support, and email are still dominant players in the game.
All pros and cons aside, a business needs to find the best option with minimal costs. The most sought-after contenders, phone support and chat support, are often compared by businesses depending on cost, reach, accessibility, and so on.
In this article, we will explore the cost factor of both phone support and web chat support and reach a final verdict on which option is not only the cheapest but better value for money. Also, a suggestion for the best chat widget for your business website!
Voice call or phone support is still in business when it comes to customer support and lead generation. In general, businesses that deal with physical goods and services, including the supply chain prefer phone support for both B2B and B2C channels.
The premise is simple. Companies display a phone number on the website for queries or support and users can call them anytime for answers.
Still, the rise of social media and other “efficient” and “seamless” modes have put a dent in the appeal and reach of phone support.
To better understand the “haves” and “have nots” of voice call support, let us take a look at the SWOT Analysis of phone support.
SWOT Analysis is a study of the Strengths, Weaknesses, Opportunities, and Threats of a business, process, or operation. It gives a clear view to researchers and other concerned parties about the advantages and disadvantages of the subject under study.
In this section, let us examine voice call support or phone support in detail.
As the name indicates, live chat support offers a portal to users where they can connect with the company through texts. The idea that there is always a live agent at the other end of the conversation is not true anymore, thanks to AI and ML-based chatbots.
Chatbots allow users to get quick answers for a wide range of issues. And when they cannot determine the problem, they can notify a live agent to deal with the problem.
When compared to phone support, chat service is a relatively new technique. But its seamless operations and quick results have allowed it to become popular and even a contender against phone support.
The rise of chat support was the brand child of many instant messaging applications that were developed and introduced by tech giants, such as Yahoo, Microsoft, and many more. This also led to the development and adoption of chat “vernacular” that consists of shortened words and phrases.
Chat support or web chat offers a lot of benefits to businesses. Still, there are many challenges and drawbacks to it.
Let us take a hard look at all of these factors through a SWOT Analysis of chat support.
By taking a look at SWOT Analyses of both chat support and phone support, we can see a lot of similarities and differences in their structure and application. They are different in many ways, which is the underlying appeal for organizations whether they are simply dealing with customer support to using the communication channels extensively for sales, marketing, and customer acquisition.
To better understand the complete picture, here are some key differences between the two modes of communication.
Reach & Scope
Voice call support offers a personalized approach toward client inquiries and queries because communication is always happening in real-time. In addition, phone support provides more insight to the businesses regarding customer interaction including their tone, voice, mood, and so on.
Chat support is effective without a live agent unless the subjects are generic. It has delay potential but it does not offer a personal touch to the clients and customized communication that is extremely tailored to their needs.
Cost & Affordability
When it comes to the cost of operations, chat support is the king as it allows automation for the better part of the process. Businesses need less money and time to develop and integrate chat support systems.
When it comes to growth potential, chat support lends more muscle as it can engage with users while they are surfing the website. This leads to site visitors becoming paying clients.
For businesses both small and large, a modern chat support system can cover grounds that were used to get covered by phone support. It has easy integration and vast scope and reaches across different departments of a business, including customer support, sales, marketing, customer acquisition, and many more.
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