Compare the costs of chat vs. voice customer service with this free whitepaper.
As a customer service leader, understanding when to invest more in voice vs. online chat is still a valid consideration, especially when striving towards an omnichannel strategy. This paper explores the financial benefits – and if a real cost advantage actually exists.
What you get:
- How to compare the cost drivers between chat and voice customer service
- How labor, hiring and training, program management, and technology impact chat costs
- How chat concurrency impacts both cost and quality
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From the paper
Some companies find that the customer issues are so complex they can’t support concurrency at all. Technology costs for chat versus voice are most likely lower, but it’s important to analyze these costs on a case-by-case basis. Ultimately, the savings are dependent on the service environment and the company goals for cost and customer experience.