{"id":95165,"date":"2023-01-16T09:26:20","date_gmt":"2023-01-16T07:26:20","guid":{"rendered":"https:\/\/happybrain.it\/?p=95165"},"modified":"2023-01-13T20:26:44","modified_gmt":"2023-01-13T18:26:44","slug":"live-chat-vs-call","status":"publish","type":"post","link":"https:\/\/happybrain.it\/en\/2023\/01\/16\/live-chat-vs-call\/","title":{"rendered":"Live chat vs Call"},"content":{"rendered":"

[vc_row][vc_column column_width_percent=”80″ gutter_size=”3″ overlay_alpha=”50″ shift_x=”0″ shift_y=”0″ shift_y_down=”0″ z_index=”0″ medium_width=”0″ mobile_width=”0″ width=”1\/1″][vc_empty_space empty_h=”1″][vc_custom_heading heading_semantic=”h1″ separator=”under” separator_color=”yes” sub_reduced=”yes” uncode_shortcode_id=”118987″]Which one to choose for your business?[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”187435″]Customer experience<\/strong> is one of the most important aspects of selling online.
\nConsumers prove more likely to buy if they have the opportunity to have direct contact with the seller.
\nOver the years, many solutions have been developed to maintain and facilitate communication between user and seller.<\/p>\n

Today let’s talk about two specific types of contact that can help you manage your business: live chat<\/strong> and call<\/strong>.
\nBoth allow your customers to receive immediate answers to their questions, but there are some key differences that can affect when and how you use them.[\/vc_column_text][vc_custom_heading separator=”under” separator_color=”yes” sub_reduced=”yes” uncode_shortcode_id=”943104″]What do we mean by live chat?[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”114044″]Live chat support allows customers to instantly connect with companies through a website<\/strong> or app<\/strong>. These systems often involve opening a small frame that invites users to contact and allow interaction by sending and receiving messages in real time.<\/p>\n

The customer then has the opportunity to receive assistance immediately, and on the other hand, customer service can guide the user to purchase and\/or suggest additional products.<\/p>\n

It is also possible to anticipate the topic via short forms<\/strong> or with chatbots<\/strong>. If designed correctly, these steps may not even make direct contact necessary.<\/p>\n

Another tool that will be extremely useful to you is an FAQ<\/strong> section to which you can refer the user to elaborate on frequently asked questions for all those who like to do it themselves or at times when support is not operational.[\/vc_column_text][vc_single_image media=”95174″ media_width_percent=”100″ uncode_shortcode_id=”478954″][vc_column_text uncode_shortcode_id=”568718″]There are 5 rules<\/strong> you need to keep in mind:<\/p>\n

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  1. Say hello<\/strong>: when a user starts the chat, greet them and immediately ask how you can be of help.<\/li>\n
  2. Manage waits best<\/strong>: if you need time to retrieve information use formulas such as “give me a minute I’ll check,” “wait a moment I’ll verify,” “give me a moment I’ll be right back with you.”<\/li>\n
  3. Prepare your responses<\/strong>: always make sure you have the information you need to provide correct and quick feedback at hand. For example, keep your order and shipping control panel open, create an in-depth document with the characteristics of your products or services so you can quickly retrieve anything you may need. Create, if possible, a set of recurring phrases so you can possibly copy-paste, adapting only the most variable elements.<\/li>\n
  4. Don’t lose your cool<\/strong>: users dissatisfied with the product or one of the services may contact you in chat. If you handle the conversation correctly, you can change the customer’s mood. In such cases, remember not to further annoy the person you are talking to, for example, by minimizing the incident, blaming him, and writing irrelevant answers. Rather, try to reassure him, empathize, and offer a solution that can satisfy him.<\/li>\n
  5. Postpone<\/strong>: for all those requests that require a longer handling time or the intervention of a third party, collect all the customer’s references, mark down the useful details of the conversation for good, and postpone to a later contact. If possible, also indicate a specific response time frame and try to stick to it so as not to create disappointment.<\/li>\n<\/ol>\n

    [\/vc_column_text][vc_single_image media=”95176″ media_width_percent=”100″ uncode_shortcode_id=”197316″][vc_custom_heading separator=”under” separator_color=”yes” sub_reduced=”yes” uncode_shortcode_id=”739361″]Why should we choose chats?[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”839026″]All of these elements ensure curated and well-managed support that can even increase revenue by increasing the conversion rate<\/strong> as we explained in this article<\/a>.<\/p>\n

    A very important aspect that should not be underestimated is increasing consumer loyalty<\/strong>: it is by answering their questions that you can improve their buying experience and loyalty to your brand.<\/p>\n

    You may have never thought about it, but live chats are used to humanize<\/strong> your business: consumers realize that there are real people behind an online shop.[\/vc_column_text][vc_custom_heading separator=”under” separator_color=”yes” sub_reduced=”yes” uncode_shortcode_id=”103425″]What changes with calls?[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”201959″]We can say that calls ensure the same kind of availability as live chats. In this case, however, they are done directly by voice<\/strong>. This is an element that could make the customer perceive a greater personal connection to the company.<\/p>\n

    This perception helps to increase trust<\/strong> in the brand; even the mere mention of the phone number is evidence of greater credibility<\/strong> for an e-commerce business.<\/p>\n

    On the other hand, despite the availability of newer channels such as chat and messaging, phone support is still the mainstay for many customers especially with a certain age group.[\/vc_column_text][vc_single_image media=”95173″ media_width_percent=”100″ uncode_shortcode_id=”788986″][vc_custom_heading separator=”under” separator_color=”yes” sub_reduced=”yes” uncode_shortcode_id=”156899″]More space for phone calls[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”106219″]There are a few things to keep in mind, however:<\/p>\n