5 Types of Customer Service: Pros and Cons
We live in a world where technology brings new channels of communication, and with these new channels, we get new ways to interact with people. Customer service exists almost in every industry and is crucial for any business. The customer service departments are designed to handle complaints, put out all those figurative fires, and ensure customer satisfaction.
Today’s customer service has to face multiple challenges. Since all customers are different and they vary in expectations, experience and expertise, therefore, the companies need to create a coping mechanism to cater to their customers uniformly. Plus, they have to analyze and learn about the problems their customers face on a daily basis.
Since all consumers expect fast service, you need to ensure that your company has multiple channels to do the job efficiently.
Here are five types of customer service with their pros and cons:
- Customer Service by Phone
- Email Support
- Social Media Customer Service
- Live Chat
Customer Service by Phone
It is an old-fashioned customer service type, and yet one of the most popular choices of consumers all over the world. It is most commonly used by the broadband companies for bill payments, technical support, and queries related to the services. For example, Spectrum is one of the leading providers in the broadband industry. It offers multiple channels of customer service. Still, consumers find it easy to dial the Spectrum customer service phone number as opposed to email or live chat, due to the riveting convenience it provides.Pros
- It is a direct way of interacting with the customers, and the representatives can better recognize the level of emotion from the tone.
- It is a fast and efficient way, as people talk faster than they type.
- If you have a complex problem that cannot be explained using an email or live chat, calling the customer service is the best-suited option.
- You do not have to be tech-savvy to dial a phone number. Therefore, all generations can use this method to report issues.
- For a company, it is the best method of rapport-building and acquiring customer’s trust.
- The trends are changing with newer generations. They prefer text over calling.
- Once you call the customer service department, it takes ages to reach a representative. The hold times are unbearably long when all the operators are busy.
- In case you live in the countryside, poor reception can prevent you from making a phone call.
Email is another popular option to contact the customer service, and nowadays, it is more common for companies to invest in email support. Email support has automatic filters to assort messages on the basis of issues and urgency. It is best suited for all the private companies having a large pool of local and foreign clients.Pros
- Customers can send queries when convenient irrespective of the working hours.
- Emails can be archived for future references.
- Emails are easy to sort, and repetitive queries can be automated with predefined responses.
- It is time-consuming to read and write an email.
- You can explain a complex situation in a single thread. Therefore, a series of threads and replies make the conversation time-consuming overall.
- Since it is an indirect form of communication, it becomes difficult for the representative to assess the customer’s emotions.
Social Media Customer Service
Social Media customer service lets you engage directly with the customers through posts, discussions, and private comments. The support is provided through social media channels like Facebook, Twitter, and Reddit. It is best-suited for any budding startup looking to utilize the immensely popular means of online social interaction.Pros
- The service can be conveniently carried out via direct messaging without the need of switching channels.
- The questions you get about your product or service are open to the public. This means that people with the same questions can benefit from this.
- Effective engagement of the customer base, as they can help rally others by posting their experiences, decreasing your workload.
- A dozen of poor reviews can lead your company’s reputation to be tarnished.
The possible integration of live chat with chatbots makes it a viable solution for customer service. The weaknesses in email support are catered to in the live chat. For example, you can reach out directly to Spectrum customer service using live chat on their website, instead of having to open your inbox or pick up a phone.Pros
- The support agents can hold multiple conversations at the same time and therefore, the response times are faster.
- Reduces the burden of calls and emails.
- Both parties can archive the conversation for future reference.
- Repetitive concerns can be addressed by an automated response.
- Slower than a phone conversation.
- You cannot assess the emotions of a customer.
If customers want to find solutions on their own, self-service is also available these days. It exists in the form of a knowledge base, consisting of videos, documents, tutorials, and infographics.Pros
- It is available 24/7.
- Releases the burden of other channels.
- Usually multi-lingual for overcoming language barriers.
- Requires regular maintenance.
- Need to be written or prepared skillfully so that all instructions are clear.
In this modern age, almost every company needs to have multiple channels of customer service. These multiple channels ensure customer satisfaction and build a positive reputation for your company.