In the fast-paced world of digital commerce and customer service, the tools you choose to support your customers can make or break your brand experience.
At HireLiveSupport, a leading BPO agency serving the U.S. market, we've worked with countless e-commerce stores, SaaS companies, and brands looking to optimize their customer support operations.
One of the most common questions we receive is: Should we prioritize chat support or phone support? The short answer? It depends on your business model, customer expectations, and long-term support strategy. But let us help you break it down.
The Evolution of Customer Support
Customer support has undergone a major transformation. A decade ago, phone support was the gold standard. Today, chat support is increasingly dominating the landscape thanks to its speed, convenience, and scalability.
But does that mean phone support is obsolete? Absolutely not. Both channels serve distinct purposes, and the smartest businesses know how to leverage each where it matters most.
Benefits of Chat Support
1. Real-Time Convenience
Chat support allows customers to get help instantly without having to wait on hold. In a world where attention spans are short and time is limited, the value of live chat support cannot be overstated.
2. Multitasking Capabilities
A single chat agent can manage 3–5 conversations simultaneously, making this channel cost-effective and efficient—especially for high-traffic e-commerce websites.
3. Lower Operational Costs
Chat support helps cut down costs because agents can handle multiple conversations at once. This makes it easier for businesses to grow without needing to hire a large team, keeping operations efficient and scalable.
4. Customer Preference
Majority of the young demographics undeniably prefer using chat support. According to Zendesk, over 60% of Gen Z customers choose live chat support over phone calls.
Benefits of Phone Support
1. Human Touch and Empathy
Phone support allows for tone of voice, empathy, and emotional understanding: something chat can’t always deliver. This makes it ideal for high-stress situations, complaints, or complex issues.
2. Faster Resolution for Complex Problems
Some issues are simply better explained verbally. For example, technical troubleshooting or billing questions can often be resolved quicker over a call.
3. Builds Trust for High-Value Transactions
For industries like healthcare, finance, or luxury e-commerce, a phone call can reassure customers, building trust and loyalty.
4. Better for Older Demographics
Not everyone is tech-savvy. Older customers often prefer phone support, appreciating the clarity and simplicity of speaking to a human being.
Chat Support vs. Phone Support: A Strategic Comparison
|
Feature |
Chat Support |
Phone Support |
|
Response Time |
Instant |
May involve hold time |
|
Agent Efficiency |
High (multiple chats) |
One-on-one only |
|
Cost |
Lower |
Higher |
|
Personal Touch |
Moderate |
High |
|
Ideal For |
E-commerce, SaaS, FAQs |
High-value services, escalations |
What This Means for Agencies and Brands:
1) For BPO Agencies like HireLiveSupport
We recommend offering both channels to clients based on their vertical and customer persona. By integrating chat and phone support, we can maximize customer satisfaction while managing costs effectively.
2) For E-commerce Stores
Live chat should be your go-to for cart abandonment, product inquiries, and post-purchase support. However, phone support is invaluable during return requests or order disputes.
3) For SaaS Companies
Use chat support for onboarding, how-to questions, and technical documentation. Reserve phone support for high-tier customers or when a ticket is escalated.
4) For Healthcare, Legal, and Financial Services
Phone support remains king here. It offers the clarity and human reassurance necessary for dealing with sensitive or confidential information.
The Power of Hybrid Support
Smart businesses aren’t choosing one or the other—they're embracing a hybrid model. At HireLiveSupport, we build tailored hybrid support teams that combine the efficiency of chat with the empathy of voice-based interactions.
By analyzing your customer journey, we help you decide when and where to use each channel to achieve the best outcome.
Choosing the Right Support Partner
Whether you're an e-commerce brand scaling fast or a legacy business adapting to new customer behaviors, your support infrastructure plays a critical role in growth and retention.
With over a decade of experience serving U.S.-based clients, HireLiveSupport understands the nuances of both chat and phone support. We don’t offer cookie-cutter solutions. We build agile, responsive teams that align with your business goals.