Which Phone Support And Live Chat Support Is Best For Your Company?

Improvements in technology and the rise of online shopping have made it possible to provide better customer service. But businesses now have to have complete and robust customer support services, or they will need help to survive. Building a better customer support service will not only get potential customers interested, but it will also make the customer experience better overall. This is where live chat support and phone support can be convenient. Live chat and phone support are two popular business options in today’s fast-paced environment. 

Live Chat vs Phone Support

Live Chat vs Phone Support

Phone Support and Live Chat Support:

This blog post will describe whether phone or live chat support is better for your business and explore the best option. By the end of this blog, you will better understand the advantages and disadvantages of both services. Let’s dive in and explore which option is better suited for your business: phone or live chat support.

What is Phone Support?

Phone support is one of the most traditional customer services you may have observed many times. With phone support services, the customer can call a specific phone number that the business has provided to get assistance with problems or concerns. But companies can also contact customers or clients to ask about product delivery or services. The phone support paradigm is very vast. It includes industries such as retail, banking, telecommunications, and technology.

Pros of Phone Support:

  • Phone support services enable one-to-one communication. The customers can explain their issues or concerns directly to the agents, and the agents respond to them accordingly. This one-to-one communication leads to increased customer satisfaction and loyalty. 
  • With phone chat support, customers get real-time resolution. Support agents provide immediate assistance, troubleshooting guidelines, and resolve problems promptly. 
  • The support agents can ask for clarification to gather more information about the problem and fully understand the customer’s needs. This leads to more accurate and practical solutions. 
  • With phone support services, the support agents can establish customer rapport by creating a positive impression and fostering trust. However, this led to increased customer loyalty and repeat business. 

Cons of Phone Support:

  • A phone support service can be expensive to implement and maintain because it requires hiring and training support agents. In addition, setting up phone lines and infrastructure, as well as managing call volume, are all responsibilities. 
  • Phone support comes with limited operating availability due to working hours. The customers may need help reaching support agents when they need assistance. This could delay the support services and increase the customer’s frustration. 
  • With phone support service, customers may need more time due to the unavailability of agents, especially during peak hours. However, this can negatively impact the customer experience and lead to dissatisfaction. 
  • One of the biggest cons of the phone support service is the language barrier, specifically for global or multicultural customers. Therefore, communication challenges may arise if support agents and customers do not share a common language. This could lead to misunderstandings and misinterpretations.

What is Live Chat Support?

Live chat support is the new customer support service that assists customers through a real-time chat interface. Live chat support agents or chatbots can control live chat. The customer starts a text chat with a support agent to discuss their problems. In contrast, the agents can also begin messaging with customers in real-time. 

Pros of Live Chat Support:

  • Live chat support is more cost-effective as compared to phone support. It doesn’t require phone lines or infrastructure. Fewer support agents may be needed to handle multiple chat sessions simultaneously.
  • It is more efficient than phone support services because the support agents can manage multiple chat sessions simultaneously. However, it saves chat logs, allowing support agents to review previous conversations and provide accurate responses quickly.
  • Live chat support enables customers to interact with agents 24/7, allowing them to seek assistance at their convenience. 
  • Support agents can multitask by handling multiple chat sessions at the same time with live chat support. 

Cons of Live Chat Support:

  • Live chat support may need a more personal touch of voice-based communication. It entirely relies on text-based messages, so it could be difficult for support agents to convey empathy or understand customer emotions. 
  • The customer may encounter technical issues with live chat support, such as slow response times, chat disruptions, or system failures. These technical glitches can disrupt the chat sessions and frustrate customers. 
  • Like phone support, live chat support may face language and communication challenges. However, if customers and agents do not share a common language, communication can be challenging, resulting in delays and misunderstandings. 
  • Live chat support may need to be improved in handling complex issues requiring visual or verbal explanations. It may also lack the ability to provide real-time demonstrations or instructions.

Bottom Line:

Phone support services have been around for many years and have satisfied the needs of businesses as well. But as the technology evolves and the requirements of the business change, so do the support services. 

However, to choose the support services, the businesses must identify their needs. However, it is the only way that will address the needs. Phone support has been a traditional customer service option for many years. Live chat support has recently gained popularity due to its convenience and accessibility. Both services have unique pros and cons, but businesses must weigh these factors to determine which one best suits their needs. 

If you have to look for exceptional live chat support service, look no further than EIDIKO HR. They have offered top-notch live chat services in the region for many years. Call now to acquire these once-in-a-lifetime services. 


Q1: Can the customer support staff handle calls, emails, and live chats at the same time?

Customer support staff can handle calls, emails, and live chats simultaneously, depending on their workload and capabilities. Many customer support software and tools allow for multitasking across different communication channels.

Q2: Are there any applications for live chat support?

Live chat support can be done with several apps, like EIDIKO HR, Live Chat, Intercom, Zendesk Chat, and Fresh Chat.

Q3: How long should a live chat response be?

Live chat responses should be concise and to the point. They should be at most two or three sentences long and directly answer the question or concern of the customer.

Q4: What are some standard features of customer support software?

Customer support software usually has features like ticket management, a knowledge base, chatbots, analytics and reporting, integration with other tools, and support through multiple channels.

Q5: Can customer support staff access customer information securely?

Customer service reps should follow strict security rules and only look at customer information when they need to help customers with their questions. It’s essential to maintain customer data privacy and confidentiality.

Read also: 5 Reasons Why You Should Need Live Chat Support Services

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