Customers speak directly to customer support representatives over the phone. For inbound calls, an IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of ways with the potential goal of quickest resolution of a customer’s a request/problem.
Phone support is often used for order taking, pre-sales queries, upselling and cross-selling, troubleshooting etc.
Outbound calls are calls made to customers from the call centre to give or take the information.
In Live Chat Support a web visitor seeks assistance, a text chat session is started by clicking on a link on the provider's website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a chat session with the web visitor. Livechat support assists with language barriers as both parties involved in the chat session may be able to use an online translation service to communicate. It is also considered less intrusive than phone support.[neutrality is disputed] Livechat support is often used for lead generation and fulfilment, campaign management, pre-sales and post-sales enquiries, complaint registration, tech support etc.
Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc
Since the arrival of social media platforms like Facebook & Twitter, service providers have found that many of their customers spend plenty of time on the daily. To make it convenient to customers, many service providers have set up a web care team as a support channel on their social media profiles. Customers can ask questions, register complaints, clarify doubts etc. by interacting with the company’s staff through these social media platforms. With millions of users now gaining access to social media, this platform has become as prominent as traditional media like phone, live chat and email.