Support procedure tweaks (April 27, 2009)
(1 votes, average: 5 out of 5)
Loading ...Since the heavy changes have started being rung in since January 26th, we have been discussing with clients the best way we can issue support in the future. Many great idea’s were discussed, with a recurring theme: Bring back live chat!
Live chat is a great function, it has the ability to offer quick support, and also moves past any potential language barriers.
The general consensus from our clients seemed to be that phone support should be partially replaced by the live chat option. While we didn’t necessarily disagree, we needed to have hard stats on the implications of such. The comparison we ran in the last week was “Live chat VS phone” for usage:
Number of chats: 412
Number of phone calls: 96
Number of missed chats: 1
Number of missed phone calls: 11
Average live chat length for a resolution: 4 minutes
Average phone call length for a resolution: 29 minutes
With phone support, a missed call can be sickening for a client, but it’s also much easier for a call to be missed if the queue is full of people waiting. It is something of a guarantee that if we miss a call, a client is going to be mad at us when, frankly, it was probably just circumstances that prevented an agent from taking the call. Live chat takes this difficulty away because it is highly automated on the request side. If the queue is full, it allows for instant ticket submission. It is also much more efficient, as you can see from the ‘average length…’ item above.
We have come to the conclusion that we agree with our clients on this matter. Live chat should most definitely be 24/7, with phone support as an option through regular business hours (9-5).
We’ll be updating all clients within 24 hours regarding what method of phone support will be available. We are highly dissatisfied with our new PBX system and will look to change it where possible.
Keep an eye on this space..