Non-Voice and Voice
Voice Process
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Inbound Process
This process handles voice calls related to customer service, tech support, or other customer queries. A customer can make Nthe call to the call center for any support and it can be resolved by any customer service rep over the phone.
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Non voice Process
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Chat Support
Also known as live chat Support - the same as inbound customer service,
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Email Support
Email is quite easy, but you need to know the formal and proper etiquette in emailing.
Pros and Cons of live Customer Chat Support
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Pro - Immediate Access for Customer
Con -May feel impersonal to Some Users
Pro - Efficient use of employee time
Con - May not work on mobile platforms
Pro - Live customer chat is affordable for businesses
con -Time Zone Issues
Pro- Improves Brand Image
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6 BEST PRACTICES
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1. Manage the conversation
2. Increase your speed
3. Write Concisely
4. Chunk Information
5. Teach your customer
6. Close it out.
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