Non-Voice and Voice

Voice Process

• 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.

• Outbound Voice ProcessThe outbound process is the medium to outsource or promote specific brands. The outbound process is a bit more difficult than inbound customer service as an executive needs to gain the attention of the customers to convince him and to sell the product.

Non voice Process

• Chat Support

  Also known as live chat Support - the same as inbound customer service,

• 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

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

6 BEST PRACTICES

1. Manage the conversation

2. Increase your speed

3. Write Concisely

4. Chunk Information

5. Teach your customer

6. Close it out.