We’ve all used the online chat support centers for customer service questions. Just the other day, I used an online chat support option to get details about my internet and cable installation process and add additional services. I would categorize it as a “good, not great” experience. But this got me thinking—when is it a good idea to utilize this option? Which industries should offer this option—and which should not?
First of all, as a general rule, if you have a technical question of any kind, online chat support is NOT for you. Usually, technical questions require far too much back-and-forth for this service method to be effective. In addition, if you are constrained for time, or not completely sure how to define the problem you are experiencing, say no to online chat and just pick up the phone. Industries that benefit from offering the online chat option include hospitality, online retailers, and telecommunications. Industries that should stay away from this option include IT support and the banking and finance industries.
How do you know if it is right for you? A good litmus test is to assess the complexity and urgency of the problem you are experiencing. If your problem is complex and urgent, online chat support is not the most effective option. If your question is simple and not time sensitive, feel free to use online support. But, to make the most of your experience, be sure to have all of the information about your account and the problem ready, make sure you have enough time, and clearly define the problem at the outset of the interaction.
Bottom line? I’m a fan of online chat support in the right circumstances. Anytime you offer your customers additional service delivery choices and freedom, I think it speaks to your commitment to premium customer service.
I want to hear from you! Respond to one, all, or none of the questions below. I just want to hear your thoughts! And, if you post a response, be sure to check back for a reply!
· Which industries do you think should offer the online chat support option? Which industries do you think absolutely should not?
· Have you had a great online chat support option experience? Tell us about it!
· Have you had a poor online chat support experience? We want to know!
Post your response!
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