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Do you guys feel like live chat is a bad support medium? Or just that it is easier to outsource badly? I hate phone support, so I'm curious. Phone support is e
by jib 14y ago
Do you guys feel like live chat is a bad support medium? Or just that it is easier to outsource badly?
I hate phone support, so I'm curious. Phone support is expensive (to run), costs more time for the customer, and often forces you into a horrible DTMF IVR or an at best mediocre voice recognition IVR.
Give me web chat any day. Easier authentication, easier info transfer and I can be on hold in a way less intrusive manner so I don't mind wait times as much.
To me, unless you're selling me hardware I want you to be a web chat first support company.
- metajack 14y agoI prefer live chat, but more than half the time I've used it, it hasn't worked for various reasons. Sometimes it's similar to the OP, sometimes they ask you immediately for a phone number to call you, etc. It's getting better. It's incredibly frustrating when customer support personnel aren't empowered to help you regardless of the medium of communication.