When they ask for the answer, they usually answer the same thing: “We already have supported over the phone, through e-mail, and even through social media.
To understand the benefits of online chat and phone, let’s take a look at the differences between these channels.
Synchronous vs. asynchronous
Most forms of communication are synchronous. When a bird is singing to get a companion’s attention, your dog is barking at that bird, and your neighbor is shouting at it to silence it, in all of these cases the production of information is concomitant to its diffusion.
For the rest, our communication is asynchronous. If your dog marks his territory by raising his leg next to your neighbor’s fence and your neighbor writes you a letter complaining about the smell, the information is released later.
Among the channels available to us in customer service, the telephone and, to a lesser extent, online chat, are typical examples of synchronous communication. Email and social media are part of asynchronous communication.
Voice vs. text
Communication Locatalk besser als die Base Chat Nummer can be in writing or orally. It’s hard to tell which one has taken over with the current intense level of mobile texting, or the re-emergence of voicemail via WhatsApp. What is certain is that the voice and the text obey different rules.
Text can easily be “re-consumed” by replay, which is impossible for voice communication. Voicemail is an exception, but their ability to be found in the message flow does not compete with chat or email.
The advantage of voice communication is the emotion it brings. According to the model of the iceberg, most of our communication is not done on the surface.
The model suggests that when you ask your girlfriend for her opinion that you’re having an evening with friends, you should focus less on her actual message and more on
Low Anonymity vs. high
The Internet allows millions of people to participate in anonymous communications. The result is often unpleasant in comments and forums, but that’s another topic. One thing is certain: people like the possibility of remaining anonymous.
The different communication channels offer a variable degree of anonymity.
Whatever you do not need to give your real name on the phone, your voice and phone number already reveal a lot. The email is less personal, but it requires your address each time you contact customer service. Online chat is the only channel where you can choose to remain anonymous.