Would you think customers prefer live chat or phone calls?

These are two main channels to support customers. Customers love both of them, but which one is better for them and your business.

Do you have any idea?

Follow me on this post to figure out.

What is live chat?

In the early 2000s, the customer support world acquired a new arm called live chat. The new system was an instant messaging service that helps customers directly text businesses. 

Live chat is not just a new method to support customers; it changes the whole approach of customer support. Imagine you surf the internet, land in an online shoe store, and want to buy a new classic pair for a wedding. 

The problem is that you don’t know whether it fits or not. In this situation, you could instantly start a live chat with supporting agents and explain your issue instead of putting a comment and waits days to respond. On the other end, the live agent can guide you or send an article. All the process happens in few minutes.

What is the pros and cons of live chat?

Proactive support: When a customer lands on your website, calling agents until they confront a real problem is exceptional. On the other hand, a live chat agent can track customer browsing history, send the first message and persuade him to purchase. Live chat agents have many tools to interact with customers, but a phone supporter can only respond to their questions.

Better analysis: The live chat system will save all texts, devices, location, time spent on the website, number of visited pages, operating system, and referral links. It is pretty easy to search the information on the live chat database and take a general look at your chat system. So, I suggest using data to deliver the perfect support to your customer.

Photo by John Schnobrich on Unsplash

Support multiple customers at a time: Customers hate waiting. Live chat could reduce waiting time by using chatbots, knowledge base, pre-prepared answers, and FAQs.A live chat agent could even pass the customer to another agent with higher knowledge. Unlike phone support, chat agents can handle multiple customers at the moment.

Accessibility: Every time you open the website, the live chat pop-up window is ready to serve you. With the help of AI technology, it is pretty easier for a live chat system responding customers 24 hours a day/7 days a week.

Cost: Consider one agent, with the help of chatbots, who can handle multiple customers, So it’s evident that live chat costs less.

Awkward timing: There is no such accurate timing in live chat. If one customer or agent lags in responding, the customer quickly closes the conversation and leaves the site.

Live chat is live, but an agent deal with multiple customers, so it is possible to delay.

Prank chats: Trolls are everywhere! I see trolls on LinkedIn, Facebook, blogs, and yes, in live chat. Also, there are always possibilities to do cyberattacks in live chat more than phone calls.

Doesn’t feel personal: Human voice is encouraging, and live chat is lacking it. Agents in a call center can make customers calm with soothing words and relaxing speech. But in live chat, you can’t transmit feelings through typing.

Harder to resolve complex issues: Explaining difficult and complicated problems over chat takes more time and attention. If you experienced it, you know that typing words are more challenging than just saying them.

Stress and burnout: Live chat agents usually handle a few chats, phone calls, and emails, so they are in a stressful situation. They are productive, but they might get frustrated if they don’t control their workload.

What is phone call support?

Email, social media, and phone calls before launching live chat were the only way to ask your questions from businesses. 62% of people still prefer to call business over other contact options because it is the most similar face-to-face speaking method. Over the phone call, you can explain the complexity of the problem with transmitting your feelings. Trust me! It is tough to type difficult questions and waiting for the answers.

What is the pros and cons of phone support?

The tone of voice: There were many situations that I could not adopt an appropriate tone of voice over a chat with friends, and they hurt. With phone calls, you could understand your customer’s feelings. They could transmit emotions and explain their issue.

Speed: As soon as customers make phone calls, nothing could stop them from asking several questions and solve their problems in few minutes. Neither other customers nor typing speed could disturb. So, the quality of support will be increased, and problems will be solved even faster than chat.

More personalized with a human factor: All companies are looking to personalize the customer experience.  Do you prefer a chatbot responds to you or a human being on a one-on-one conversation? According to statistics, 82% of people like the second approach. An honest talk, full of emotions, between two persons, is much better.

Better for complex issues: Since explaining complicated problems are so hard with typing and takes much more time, phone calls are more valuable in this case. People usually are better at speaking about their issues than writing them down.

Photo by Berkeley Communications on Unsplash

Hold times: When a customer calls a business, there is usually music playing behind the phone, and an agent responds with a greeting. So I think that’s not a great support channel for hurried customers. Sometimes there are long delays before connecting to an agent, which isn’t very pleasant for customers.

One at a time: A person can only talk with one person on the phone, so it is evident that call centers are not productive as live chat agents. It makes a call center more expensive because you need more agents and systems to respond to equal customers at a time.

Don’t offer 24/7 support: No AI, chatbot, or automation support in call centers. I mean, you can’t call a business at 3 a.m. and expect to get personalized information other than recorded voices.

Documentations: Usually, there is no documentation of phone calls.

It is a voice, and it takes lots of time to write it down or organize it. Documenting live chats is easier and faster.


The final question is, which one of the phone calls or live chat support is better? Which strategy makes your business more productive? I suggest you combine them and launch a center that includes live chat and phone call agents. Customers today have many expectations with customer support services. So the ideal option is the omnichannel customer support which brings customer satisfaction and loyalty.


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