What is “non-voice support“?
This refers to customer support extended through non-vocal means. This encompasses not only written forms of communication, but also back-office processes done in as a complement to direct, customer facing support functions. Non-voice support is considered advantageous due to the fact that multiple interactions can occur simultaneously, and by bilingual agents who may have a lower level of spoken language mastery – making non-voice support more cost effective.
Because younger consumers often prefer non-voice options, these are considered vital to extending this demographic a positive customer experience.
What are the different types of non-voice support?
Email Support – is a type of non-voice support which involves processing customer requests or inquiries through emails. Some of the expectations from an email support agent are they must have exceptional analytical and writing skills to address and respond to customers. Though email support does not involve interacting with a customer through voice, it needs to be resolved within a short time.
Email support can be very effective support process to gain customer confidence by resolving the issues in a systematic way. It is very unobtrusive and will not cause any disturbance to a customer while it can sell the main points easily.
Chat support – this is real-time message exchange via chat interface, and requires quick thinking and clear communication on the part of an agent. Lags in response time or unnecessary exchanges owing to a lack of understanding will result in frustrated customers. Chat support agents must possess large reserves of knowledge so as to not create excessively delayed responses.
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