Most importantly, this involves a much faster understanding of the consumer’s message. Pros and ConsĬhat is the way of achieving desired service outcomes, although the phone call has its benefits. This means that an increasing number of users don’t pick up the phone and call, except as a last resort solution. And what is more, chatting on social platforms is the first contact option for 34.5% of people. According to Sproutsocial, 90% of people surveyed have used social in some way to communicate directly with a brand. Today, more than 40% of people expect live chat on the page. Social networks and webchat became the number one choice for users when it comes to contacting a customer support service. This changed with new and emerging communication channels, mobile apps, and cloud services. In the traditional sense, users usually just picked up the phone to call a company’s support center. This speaks volumes and confirms the continued evolution and drastic changes made to different communication channels over the years. That including Internet, web chat, social media, and phone – requires greater capability and understanding.” The complexity of providing customers with a connected journey that frequently spans multiple channels. So solution design needs to be framed around how they work, live, and connect with the world around them. “People want to engage with companies in a way which is familiar to them. Dealing with a similar issue, Global Contact Centre benchmarking report states that: Evolution of Live ChatĬomparing a phone call to chat, you’ll find that both have irreversibly evolved in the past decade. Enghouse Interactive wrote a compelling report about the evolution of contact centers, from white paper and calls to the future of chat communication. 🚀Read: Chatbot: What Is It and How to Build One🚀Īs there is no perfect solution which would meet everyone’s expectations, and no clear winner, we bring you a list of advantages and disadvantages of a phone call and chat, so you can decide who wins in the phone call vs chat battle. So is it phone call vs chat or phone call AND chat what we’ll be seeing in the future?

And while some may prefer the immediacy of a phone call, others like to have the comfort of writing an email, adding and deleting parts of the text without hurry and without worry that they’ll say something that they’ll regret. People communicate through the channels that are most convenient for them.

Are you communicating via Viber, Twitter, Facebook, Skype, maybe something else– or just plain phone call? There have never been so many ways to get in touch with another human being, yet it seems we grew apart.

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