Want To Know A Few Interesting Things About Live Chat and Email Support? Read This!

Live Chat Support is a relatively new and increasingly popular technical support method utilized by many sites, including giants like Amazon.com. Unfortunately, many companies feel that simply offering live chat will distract users from the fact that the service itself can be woefully poor. Most of the live chat services I’ve used were staffed by support reps that barely understood my simple questions, let alone were able to sufficiently answer them. Live chat is ideal because it’s fast and it allows the customer to save the conversation for later reference. However, live chat reps that make grammatical and spelling errors can damage the user’s perception of your company’s competency.

Email TechnicalSupport is a standard tech support method that no company should sacrifice, even when offering a plethora of other support channels. Many users who have grown weary of real time support methods such as live chat and phone prefer email, simply to avoid the confrontation they expect when they complain about a product. Email has similar benefits to live chat in that it effectively records the conversation for later reference. The same general rules in regards to grammar, spelling and tone apply to email support as well.

Phone support also calls for the highest level of competency on the part of your tech support staff. It can also make for the shortest successful support calls, especially when the problem is technical in nature and requires constant feedback (Try this. That didn’t work? OK, try this but change this first)etc. So

Phone is also a preferred tech support channel of most customers.