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For many new or junior staff who answer questions over the phone, panic may set in and a wrong answer may be given.
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But I’ll bet you that they aren’t the only generation making the switch to text.
Using their online chat system, I’m able to take my time chatting with a representative while handling other important issues on the phone.
According to e Digital Research, a global intelligence firm, users had a higher sense of satisfaction after chatting with a company representative on the site, compared to phone and email contact.
In my scenario above, I was free to do other things while I was waiting for a bank representative to take care of my issue. Many live chat services have notification settings where it can alert your staff when a message comes in, so that you’re not waiting around looking at your computer.
Since wifi is almost everywhere these days, some people have better data than they do cell service, so they might prefer to converse online.
Some people may be working at a busy and loud coffee shop, so they may not want to chat on the phone.
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You might develop friendships, make penpals, and most of all, build relationships.
Maybe there’s a language barrier between you and the potential customer, and they may feel it would be easier to type out their concerns rather than speak.