Live Chat vs. Call Center: Which Is Right for You?

Adam Alred • 09 Nov 2022 • 2 min read

Should you provide customer support through a live chat box on your website, or should you use a call center to provide support by phone? It doesn’t have to be an either-or proposition, but exploring the different benefits of using live chat vs. a call center can help you get a better handle on the needs of your particular business. You may find that you only need one, or you may discover that using these two services together is the right solution for you.

Live Chat Strengths
If you have a high-traffic website, then a live chat service might be the right option for you. With this service, visitors to your site will see a chat box where they can type their questions to get immediate answers. Using a live chat is best when customers have simple questions or need help finding a product to purchase. It’s also efficient for the customer service staff, as they can have multiple chat windows open at once to help different customers at the same time.

Call Center Benefits
For busy businesses with phones ringing off the hook, live answering services can be a total time-saver and game-changer. When you forward your calls to a call center, your customers will get prompt service while your in-house staff is freed up to tend to other tasks. Call centers are great for answering more complex questions and other customer needs, and they give your company’s customer service a more personal touch.

Choosing Live Chat vs. Call Center Services
Clients that do the bulk of their business via their website should definitely opt for a live chat service. But if your customers might also need help with more complicated issues, live call answering is also a good idea. If you need to choose just one approach, pick the method that customers are more likely to use to contact you. This may depend on the types of products or services you provide and the demographic you serve; younger customers are more likely to prefer communicating via text through live chat, while older customers tend to prefer communicating by phone.

However, often, the right approach is to choose both options. This can maximize customer satisfaction by allowing people to use the communication method that they’re most comfortable with. When you work with VoiceNation, you can get both live call answering and live chat, so you’ll be able to provide the best possible customer service. You can count on our team to be professional, courteous, and highly attentive to the needs of your customers, either by phone or online, and we’re available 24/7/365, so they’ll never have to wait for the help they need. Sign up today for a seven-day free trial to see what VoiceNation can do for your business and its customers!

By Adam Alred

VP of IT @ VoiceNation