Why Calls might still be better than Live Chats?

Here’s a contrarian view, calls are still better than chat.

A couple years ago, live chats were the hype. Many companies felt that it was the most promising communication tool for businesses as the world went mobile-first and millennial became a consumer priority.

Indeed, live chats have brought about many unprecedented advantages such as allowing the marketing agent to communicate with different customers at the same time and being able to share infographics easily. However, live chats did not live up to hype in dethroning live calls from being the no.1 communication tool.

Here’s 5 reasons why calls are still better than live chats.

1. Efficiency

As mentioned, many businesses choose to use live chats because they believe it is a cost-effective method. While it is true that agents can cater to a few customers simultaneously, is live chat really more efficient and cost-effective than live calls?

Think twice. In a quora forum, many agents have stated that they are unable to cope with multiple chats without compromising the quality of customer service they deliver. In fact, the ideal number of chats would be 2-5. Hence, live calls may actually be a better alternative. Even though the agent can only manage one customer at a time, the agent is able to resolve the issue faster as he/she can fully concentrate on that one customer. Furthermore, if the issue is more complex, live calls are definitely more efficient than typing long messages on a chat box.

2. The “Human” Factor

According to a click to call research study done by Google, 57% customers have indicated that they prefer live calls because they prefer to “talk to a real person”. Hence, it is apparent that live calls are preferred to live chat because customer prefer the “human factor” during verbal conversation.This is because customers will feel more assured speaking to an actual person over the phone.

In addition, messages do not always convey the tone accurately. Henceforth, the agent might lose a potential customer because he/she was not able to tell that the customer was frustrated and appease him/her immediately. Furthermore, due to the absence of tone, some messages that are typed in a rush by the agent may end up appearing to be rude even though there were no such ill intentions.

3. Bargaining power

Your live chat agents do not have as much bargaining power as your live call agents do. In fact, it is a common experience for live chat agents to see the other party “disappear” after typing a long message.

This is because the customer can simply exit the chat or choose to ignore their replies. Your live chat agents will be unable to continue the conversation as much as they would like to do so.

On the other hand, live call agents have more bargaining power. This is because the customer is less likely to hang up during an actual conversation. In addition, live call agents can ask questions to keep the conversation going.

4. Less easy to follow up

In most live chats, both parties tend to stay anonymous and no contact information is available other than the chat history. This means that it is harder for a live chat agent to follow up as compared to a live call agent who has the contact details of the other party. Hence, when the conversation comes to an end during a live chat, the agent is unable to continue the conversation and a potential lead/customer is permanently lost.

5. Convenient Usage

Lastly, live calls are preferred over live chats because live calls are way more convenient. Most live chats can only be accessed on computers/ laptops. On the other hand, live calls using mobile can take place almost anytime and anywhere since most people carry their mobile phones everywhere they go.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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