Live Chat or Helpdesk, What is Important?

Companies are increasingly working towards ways to connect with their customers and to provide a 100% satisfaction to them. Many times organizations face the "live chat or help desk" question in this scenario when it comes to providing solutions to customers. So what are the options? Let's take a closer look:

Live Chat 

Live chat is a set in which representatives communicate with customers on the spot, responding to requests in real time. All communications are online and live. Many e-commerce and other companies recently started offering this option on their websites, allowing customers the option to start chatting.

Live Chat Pros / Cons

Instant

There is nothing better than live chat support if you want an "instant" solution. It is the only non-sound way to answer customer queries on a real-time basis. Due to a quick response, the conversion rate and satisfaction level are high in the case of live chat.

Interruptive

Live chat is, by definition, interruptive. The response should be immediate, requiring immediate attention to incoming cases. This can cause mental fatigue and tiredness to your team. Especially, if you are an early stage company and do not have a dedicated support team - all support is done by developers or founders. Which is a good practice even if you are a mature company.

Recovers More Work Force

Live chat service require more human resources. You do not want to hang the customer for 5-10 minutes waiting for an answer. You also have to cover several time zones.

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Helpdesk

Helpdesk is a set up in which a customer or customer contacts the organization via email (sometimes mentioned on the phone or social media) and these emails (calls, messages) are internalized as "tickets" Is logged from. Once a colleague answers a question or resolves the problem, these tickets are marked as solved. It is a way to keep track of questions and resolve them within a communicated timeline.

Helpdesk Pros / Cons

Asynchronous

Helpdesk communications are asynchronous. This allows you to set up 1-2 hours a day (eg, 4 times, 30 minutes each) to handle support questions. In addition, async communication allows, by design, more thoughtful and deeper discussion.

Small Support Teams

Small support teams or even zero support teams, because answers are not sent immediately. Fewer employees can work on questions and complaints and later respond in time to the committed change stated by the organization.

Frequently Asked Question Banks

Studies have shown that asynchronous communication makes more intensive use of the questions and knowledge bases asked by customers. Hence, higher satisfaction level.

Offline Can Be A Problem

Some types of issues - shipping, billing, critical - require an "online" solution. Helpdesk software app without live chat. In addition, "real-time" support is in some cases more attractive to the customer.

We hope from now you will be able to decide what most is important for business a live chat or a help desk.