Live Chat vs Phone Support: Pros and Cons

Damilola Oyetunji

Content Marketer

In the past, connecting with customers was limited to one option: phone support. However, with advancements in technology, businesses now have alternative communication channels such as live chat. While phone calls remain efficient, many customers prefer the flexibility and ease of live chat. So, which customer support channel should your business adopt? In this article, we’ll explore the pros and cons of each to help you make an informed decision.

Live Chat for Customer Support

Live chat support is a text-based communication method that enables real-time conversations between customers and support agents. Here are the pros of using live chat support:

Pros of Live Chat Support for Customer Support:

• Real-time Communication: One of the primary benefits of using a live chat app is its ability to provide customers instant assistance. When visitors to your website or users of your application encounter issues or have questions, they can initiate a chat session and receive immediate responses. This real-time communication eliminates the frustration of waiting on hold or waiting for email responses, thereby enhancing the customer experience.

• Multitasking for Agents: Live chat empowers support agents to handle multiple chat sessions concurrently. Unlike phone support, where agents typically engage in one conversation at a time, live chat allows them to assist several customers simultaneously. This multitasking capability boosts agent productivity and reduces customer wait times.

• Written Record of Conversations: Another advantage of live chat is creating a detailed written record of each conversation. Every message between the customer and the support agent is documented, providing a valuable resource for future reference. This written record can be instrumental in resolving complex issues, tracking customer inquiries, and even training new support staff. It ensures that critical information is preserved and remembered.

• 24/7 Availability with Chatbots: Live chat support can be made available 24/7 with the integration of chatbots. These AI-powered assistants can handle common queries and assist outside regular business hours. Customers appreciate the convenience of receiving help whenever needed, and chatbots ensure that inquiries are acknowledged promptly. While chatbots handle routine tasks, human agents can focus on more complex issues, creating a balanced and efficient support system.

While live chat support offers numerous benefits, it’s essential to acknowledge and address the disadvantages or cons associated with this communication method. 

Cons of Live Chat for Customer Support

1. Limited Emotional Connection:

One notable disadvantage of live chat support is the limited emotional connection between customers and support agents. Unlike phone support, where the tone of voice and nuances in speech can convey empathy and understanding, live chat relies solely on text. This can make establishing a solid emotional connection challenging, potentially leaving customers feeling detached or unappreciated.

Mitigation Strategy:

1. Emphasize Empathy in Messaging: Train support agents on live chat etiquettes and how to use empathetic language and expressions, even in text. Demonstrating understanding and care can bridge the emotional gap.
2. Utilize Emojis and Emoticons: While maintaining professionalism, incorporating emojis and emoticons can add a touch of warmth to chat interactions and convey emotions effectively.
3. Offer Personalized Responses: Encourage agents to address customers by their names and reference previous interactions, showing that the company values the relationship.

2. Language and Communication Barriers:

Language differences and communication barriers can pose challenges in live chat support. Customers and support agents may have varying proficiency levels in language, leading to misunderstandings or misinterpretations.

Mitigation Strategy:

1. Multilingual Support: If your customer base is diverse, consider offering live chat in multiple languages to cater to a broader audience.
2. Use Clear and Concise Language: Encourage agents to communicate in plain, easy-to-understand language to minimize the risk of miscommunication.
3. Offer Translations: Implement translation tools within the chat interface to facilitate communication between customers and agents who speak different languages.

3. Over-Reliance on Written Communication:

Live chat relies heavily on written communication, which can be both an advantage and a disadvantage. While it allows for a detailed record of conversations, some issues may require more nuanced or lengthy explanations that could be more challenging to convey effectively through text.

Mitigation Strategy:

1. Offer Alternatives: Allow customers to switch to other communication channels, such as phone support or email, when the issue becomes too complex for written communication.
2. Implement Co-Browsing or Screen Sharing: For technical issues, co-browsing or screen-sharing tools can help support agents visually guide customers through solutions.
3. Prevent Information Overload: Encourage agents to break complex information into smaller, digestible chunks to prevent overwhelming customers.

By acknowledging these cons of live chat support and implementing the suggested mitigation strategies, businesses can create a more balanced and effective customer support system.

Phone Support

Phone support, or telephone support, is a customer service approach that facilitates real-time, voice-based interactions between customers and support agents. These interactions occur via telephone calls, allowing for direct verbal communication.

Pros of Phone Support:

• Personalized Interaction: One of the standout advantages of phone support is the ability to establish highly personalized interactions. Through voice communication, support agents can engage with customers more personally, addressing them by name and adapting their tone and approach to suit the individual’s needs and emotions. This personalized touch can foster a sense of connection and trust, enhancing the overall customer experience.

• Immediate Resolution: Phone support excels in providing immediate issue resolution. When customers encounter complex problems or urgent matters, a phone call allows them to convey their concerns directly to a support agent who can guide them through solutions in real time. This results in faster problem-solving and reduces the need for customers to wait for email responses or navigate through self-service options.

• Human Touch and Empathy: The human touch and empathy that phone support offers are unparalleled. Support agents can actively listen to customers, assess their emotions, and respond with empathy and understanding. This level of emotional connection can make customers feel heard and valued, contributing to higher customer satisfaction and loyalty.

Phone support’s strengths are its ability to provide personalized, immediate, and empathetic interactions. Customers appreciate the human touch and the reassurance from speaking directly to a support agent. However, it’s essential to acknowledge that phone support has limitations, including potential wait times and restricted availability.

Cons of Phone Support

•  Wait Times and Call Queues:

One of the drawbacks of phone support is the potential for extended wait times and call queues. Customers may wait on hold for an extended period before reaching a support agent, leading to frustration and a less-than-ideal customer experience.

Mitigation Strategy:

1. Implement Call Routing: Utilize call routing systems to efficiently direct calls to available agents based on their expertise and workload. This reduces wait times by ensuring that customers are connected with the right agent more quickly.
2. Offer Callback Options: Provide customers with the option to request a callback instead of waiting on hold. This allows them to continue their day and receive assistance when an agent becomes available.

• Limited Availability Outside Business Hours:

Phone support often operates within set business hours, which may not align with customers’ schedules. This limitation can leave customers without assistance during evenings, weekends, or holidays.

Mitigation Strategy:

1. Implement Extended Hours: If feasible, consider extending phone support hours to accommodate customers in different time zones or those with non-traditional schedules. This demonstrates a commitment to meeting customers’ needs.
2. Offer Alternative Channels: Encourage customers to use alternative support channels, such as live chat or email, during non-business hours. Ensure knowledgeable agents staff these channels or provide self-service resources for common inquiries.

• Potential Misunderstandings or Miscommunications:

Phone support relies heavily on verbal communication, sometimes leading to misunderstandings or miscommunications. Differences in accents, language proficiency, or background noise can hinder effective interaction.

Mitigation Strategy:

1. Provide Training: Train support agents in effective communication techniques, active listening, and empathy to minimize misunderstandings. Emphasize the importance of speaking clearly and avoiding jargon.
2. Use Visual Aids: To deal with complex issues, agents can direct customers to online resources, diagrams, or step-by-step guides to complement verbal explanations. Visual aids can enhance clarity and understanding.

By acknowledging and proactively addressing these cons of phone support, businesses can optimize their phone support services and provide a more satisfactory customer experience. Implementing strategies to reduce wait times, extend availability, and improve communication can help mitigate these challenges, ensuring that customers receive the support they need promptly and effectively.

Which Is Right for Your Business?

When choosing between live chat and phone support it’s important to consider several factors such as your target audience, the complexity of the issues you handle, and your budget. One approach is to offer both options to cater to diverse customer preferences. Some businesses even adopt a hybrid approach, utilizing live chat for quick inquiries and phone support for more complex issues.

Keep in mind that flexibility and adaptability play a significant role in providing exceptional customer support. If you choose real-time text-based communication with live chat or the personalized touch of phone support, addressing the strengths and mitigating the weaknesses can help you create a balanced and effective customer support system.