9 - Customer support Flashcards
1
Q
What are the different types of customer support?
A
- FAQs
- Call centre
- Live chat
2
Q
What are the benefits of FAQs?
A
- Customers can gain basic info without staff’s help
3
Q
What are the benefits and drawbacks of a call centre?
A
+ Personal customer service
+ Complex queries can be explained in detail
- May be put on hold for a long time
- Costs
4
Q
What are the benefits and drawbacks of live chat?
A
+ Customers can save/print details of the chat for future reference
+ Doesn’t cost
- Customer may not be experienced with technology
- Delays when staff member is dealing with more than one query
