Live Chat vs. Phone Support: Which is Better for Your Business?

Discover the pros and cons of using live chat or phone support in your business and how to choose the one that’s right for you.

Most firms use a combination of live chat and phone support. Therefore, the question of which is better rarely comes up. Sensible enterprises use both because they know each comes with strengths and weaknesses.

With that said, they don’t always get the balance right. More firms now underestimate how much live chat could benefit them and overestimate the impact of offering human-led phone support.

The purpose of this article is to support your business in determining its needs and which option you might want to emphasise more.

Live Chat Support

Live online chat software lets customer reps communicate with clients or website visitors via a chat box in real-time. People love it because of its immediacy, convenience, and ease of use.

Pros

Here are some advantages of live chat support:

Cost-Effectiveness

Live chat tends to be significantly less expensive than phone support. For instance, according to statistics, live chat costs companies 15-33% less than phone support.

The reason for this is simple: agents and chatbots can handle multiple customers simultaneously. Highly skilled individuals can converse with five or more customers at once.

Immediacy

A second benefit is “immediacy” – or the ability for website visitors to get responses straight away instead of having to wait on hold. Customers can easily connect with support agents in real-time, receive instant replies and resolve their issues quickly.

Popularity

According to figures, 71% of consumers are willing to use messaging to get customer support. Hence, live chat is far more popular than most firms realise.

Personalisation

Lastly, live chat supports a high level of personalisation. Reps can address customers' needs as they arise, using various tools.

Cons

There are problems with live chat, though.

Limited Interaction

Most live chat solutions offer limited interaction with customers, which can be a drawback for customers who prefer voice communication. Some issues may be better resolved through voice interaction than text-based chat.

Click4Assistance deals with this limitation through smartCast, an extra display panel that pops out from the side of the chat window to display instructions, videos, and marketing information.

Technical Issues

Lastly, live chat support requires a stable internet connection. Technical issues can lead to unsatisfactory customer experiences and delays in getting responses.

Phone Support

Phone support is the traditional communication style used by most businesses until recently. People like it for its familiarity and because you can communicate a large amount of information in a short space of time.

Pros

Here are some of the benefits of phone support:

Voice Interactions

Phone support provides a voice interaction that can be more effective than text-based communication in some instances. Customers can explain their issues quickly and support agents can provide detailed solutions. It’s great for customers who can’t type fast or don’t have access to a keyboard.

Faster Resolution

Phone support may also let customers explain themselves more rapidly, getting a solution to their issues quicker. They don’t have to go through the process of typing everything out.

Cons

With that said, it’s not all good news. Here are some downsides of phone support:

It’s Expensive

Average companies spend a fortune on phone support because it requires the implementation of phone systems and trained support agents. Even outsourcing isn’t cheap. According to data from IBISWorld, the UK call centre industry was worth over £5.5 billion in 2021.

Low Availability

It’s also hard to provide good availability. Agents may not be able to take calls 24/7, depending on the business’s operating hours.

Waiting Times

Customers also must spend time queuing and waiting for agents to become available, which can be frustrating. Unlike online chat for website users, they can’t access a chatbot immediately to start a conversation.

Language Barriers

Text chat language barriers can be an issue, but they are generally worse over the phone. International customers who are not proficient in the supported language can become frustrated, making it hard to meet their needs.

A Table Of The Pros and Cons Of Live Chat And Phone Support

Here’s a table summarising the pros and cons of live chat and phone support:

Which Should You Choose For Your Business?

Ideally, you should choose the communication option that your customers prefer. Today, most younger audiences would rather talk via chat than call you directly. However, there may be a place for voice conversation, depending on your industry and the type of issues your clients face.