The difference between chat support and email support

 

E-mail and chat become increasingly popular in contact centers, but like everything in life, they have certain differences. Let's look at some of the main differences here.

Time responds

E-mail does not require direct responses, which means that resource planners can schedule them for off-peak periods for greater efficiency.

On the other hand, chat requires a direct response, but the resource planner relies on an agent who is able to handle three chat interactions simultaneously. This makes the handling of chat less than half expensive as a call.

FCR (first contact resolution)

With email, it is possible to achieve a high level of the first contact resolution (FCR) if the center of the contact has identified correctly, frequently asked questions (FAQ) and agents have studied answers with the heart and can immediately understand customer problems and provide the right solution.

Chat offers the possibility for more flexible responses, as well as the opportunity to clarify customer understanding both before and while providing solutions.

Empathy

With e-mail, the agent must understand the customer's written text that he might be upset and then write a response that discusses customer's emotional needs and related products. Delays in response means that the feelings of customers are not handled in real-time, which can have a positive or negative effect on the customer's emotional state.

Chat, on the other hand, allows for a more direct response, but once again, the fact that pure communication in writing makes it easier for agents to ignore customer's emotional language and not overcome customer feelings.

 

 

How to Support Outsourcing Your Business Helps

As the name implies, email support services are provided using email as a communication channel between service providers and their customers. This service offers an easy way for customers to achieve their service providers and vice versa. The real value of email services is located at the ease of use. Unlike direct phone calls from representatives center calls that can bother you, email is still stored safely in your email customer. You get the luxury of accessing it at the time of your choice, which makes it the form of the simplest and uninterrupted communication channel for business.

When email support is often searched by certain customer segments, which do not prefer voice support or chat, it is the responsibility of the service provider to instill it with a thorough test. However, not all service providers are able to provide this service at the necessary level due to the lack of expertise and availability of email supporting tools needed. This is why; This is a much better choice for utilizing email support services from experienced outsourcing companies. Some of the main advantages of Outsourcing email support services offered are:

Access to Email Response Management Software

At present, email volume is very high so the company may be difficult to manage all emails sent by customers. This can lead to missed emails and wrong responses, which can endanger their business prospects. Outsourcing companies Email support using email response management software that ensures all received emails are handled correctly. It also produces data reports that provide information to managers about the efficiency of their employees. It has a positive effect on the overall operation and helps you in increasing the level of satisfaction of your customers.

Bring you expert’s service

To ensure that email response management software is used correctly, you need services from companies that are capable of good knowledge about this tool. With an outsourcing email support, you immediately get access to workers who know a lot about this software and how to use it.

Lower price email services

Running operations Complete email support services can be too expensive for an organization. Infrastructure procurement costs employ employees on payroll and provide benefits such as medical and dental can damage your bottom line. On the other hand, when you are outsourcing email support, you can reduce operating costs. Especially if you do outsource to a company located in a company with lower currency value than e.g. A company in the US outsourcing to companies in India, you benefit from currency exchange rates.

Allows you to focus on the core process

With an outsourcing email support, you no longer have to focus on managing additional teams. This allows you to focus more on your core process, which in turn, helps you in improving your products and services. You also share your work load with your new partner, which allows you to complete peace of mind.