{"id":7805,"date":"2022-06-17T21:21:16","date_gmt":"2022-06-17T21:21:16","guid":{"rendered":"https:\/\/cba-web-dev-01.cba-japan.com\/?p=7805"},"modified":"2023-02-27T21:48:57","modified_gmt":"2023-02-27T21:48:57","slug":"non-voice-customer-service-with-chat","status":"publish","type":"post","link":"https:\/\/cba-web-dev-01.cba-gbl.com\/non-voice-customer-service-with-chat\/","title":{"rendered":"Making Customer Service Non-voice Starts With Chat"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"7805\" class=\"elementor elementor-7805\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ead42bc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ead42bc\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-156ee8a\" data-id=\"156ee8a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1253d9c elementor-widget elementor-widget-image\" data-id=\"1253d9c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"493\" src=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/non-voice-custmer-service-1024x493.jpeg\" class=\"attachment-large size-large wp-image-7834\" alt=\"\" srcset=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/non-voice-custmer-service-1024x493.jpeg 1024w, https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/non-voice-custmer-service-300x144.jpeg 300w, https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/non-voice-custmer-service-768x370.jpeg 768w, https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/non-voice-custmer-service.jpeg 1118w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90ebc38 elementor-widget elementor-widget-heading\" data-id=\"90ebc38\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Making Customer Service Non-voice Starts With Chat<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1d086a0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1d086a0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9eec813\" data-id=\"9eec813\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b64ed2d elementor-widget elementor-widget-text-editor\" data-id=\"b64ed2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\tUntil now, customer service has been dominated by voice telephone support. Recently, however, non-voice support using chat is on the rise. Customer service using non-voice channels is becoming more popular.\n\nIn this article, we will explain what non-voice customer service is and why it is a good idea to start with chat for non-voice customer service. In the latter half of the article, we will introduce some points to keep in mind when operating chat and the features of recommended platforms.\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-93629e5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"93629e5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9290428\" data-id=\"9290428\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-da89696 elementor-widget elementor-widget-text-editor\" data-id=\"da89696\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<h6>Table of Contents<\/h6><p><a href=\"#1\">1. What is Customer Service Non-Voice?<\/a><br \/><a href=\"#2\">2. Four Reasons to Start Non-Voice Customer Service with Chat<\/a><br \/><a href=\"#3\">3. Chat Channels Needed for Non-Voice<\/a><br \/><a href=\"#4\">4. Background of the Lack of Non-Voice in Customer Service<\/a><br \/><a href=\"#5\">5. Benefits of Introducing Chat for Customer Service<\/a><br \/><a href=\"#6\">6. Disadvantages of Introducing Chat for Customer Service<\/a><br \/><a href=\"#7\">7. Points to keep in mind when operating chat<\/a><br \/><a href=\"#8\">8. <span class=\"TextRun SCXW268042397 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW268042397 BCX4\">Characteristics of Chat Platforms Recommended for Non-Voice<\/span><\/span><span class=\"EOP SCXW268042397 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/a><br \/><a href=\"#9\">9. Final Thoughts<\/a><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26d9093 elementor-widget elementor-widget-menu-anchor\" data-id=\"26d9093\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"1\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-afd2a04 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"afd2a04\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7ef2e9d\" data-id=\"7ef2e9d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-44b17af elementor-widget elementor-widget-heading\" data-id=\"44b17af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">What is Non-Voice in Customer Service?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f461a38 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f461a38\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6ac0f4e\" data-id=\"6ac0f4e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ad1c78b elementor-widget elementor-widget-text-editor\" data-id=\"ad1c78b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>\u2018Non-voice customer service\u2019 simply refers to the use of channels that do not include spoken communication. <br \/>Typical non-voice channels include:<\/p><ul><li>Chat<\/li><li>Email<\/li><li>Contact form<\/li><li>SMS<\/li><li>SNS<\/li><li>Support Community<\/li><li>FAQ<\/li><\/ul><p><span class=\"TextRun SCXW169983609 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW169983609 BCX4\">What is the best channel to choose from among the many? Or which channel should we focus on in the future?<\/span><\/span><span class=\"EOP SCXW169983609 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8efdd6a elementor-widget elementor-widget-menu-anchor\" data-id=\"8efdd6a\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"2\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-979b346 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"979b346\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7dd8eda\" data-id=\"7dd8eda\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b34bc8b elementor-widget elementor-widget-heading\" data-id=\"b34bc8b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">4 Reasons to Start Non-Voice in Customer Service with Chat<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-523e019 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"523e019\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ca03987\" data-id=\"ca03987\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1f13995 elementor-widget elementor-widget-text-editor\" data-id=\"1f13995\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span class=\"TextRun SCXW83959368 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW83959368 BCX4\">The current trend in customer service is the chat channel. Here are four reasons why companies are focusing on chat to drive the shift to non-voice.<\/span><\/span><span class=\"EOP SCXW83959368 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:1,&quot;335551620&quot;:1}\">\u00a0<\/span><\/p><p><strong>Smartphone Searches<\/strong><br \/><span class=\"TextRun SCXW146478638 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW146478638 BCX4\">Chat is essential in non-voicing because of the widespread use of smartphones. It has become common for people to use their smartphones to search for information they do not understand. Customers are accustomed to researching via text, and they feel more comfortable contacting companies via text as well.<\/span><\/span><span class=\"EOP SCXW146478638 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:1,&quot;335551620&quot;:1}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-55bb9e9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"55bb9e9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-73ce61c\" data-id=\"73ce61c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17707f6 elementor-widget elementor-widget-image\" data-id=\"17707f6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"578\" height=\"333\" src=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/Actual-Communication-between-Companies-and-Customers.png\" class=\"attachment-full size-full wp-image-7808\" alt=\"\" srcset=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/Actual-Communication-between-Companies-and-Customers.png 578w, https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/06\/Actual-Communication-between-Companies-and-Customers-300x173.png 300w\" sizes=\"(max-width: 578px) 100vw, 578px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4e97819 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4e97819\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c5cbe1f\" data-id=\"c5cbe1f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bf9bdc7 elementor-widget elementor-widget-text-editor\" data-id=\"bf9bdc7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><em><span class=\"TextRun SCXW74447349 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW74447349 BCX4\">Source: KDDI <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW74447349 BCX4\">Evolva<\/span><span class=\"NormalTextRun SCXW74447349 BCX4\">, &#8220;Actual Communication between Companies and Customers 2021 Edition.<\/span><\/span><span class=\"EOP SCXW74447349 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/em><\/p><p><span class=\"TextRun SCXW190192160 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW190192160 BCX4\">This data also shows that the number of customers wishing to use the chat service is increasing each year.<\/span><\/span><\/p><p><span class=\"EOP SCXW190192160 BCX4\" data-ccp-props=\"{\"><span class=\"TextRun SCXW56584215 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW56584215 BCX4\">R<\/span><span class=\"NormalTextRun SCXW56584215 BCX4\">etailers have been quick to react to this trend and are focusing on chat commerce, which leverages the chat channel.<\/span><\/span><span class=\"EOP SCXW56584215 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/span><\/p><p><strong>No Longer Using Phones for Communication<\/strong><\/p><p><span data-contrast=\"auto\">The main means of communication is shifting from telephone to chat such as popular 3rd party channels like Twilio SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat and more. This is because chat is more convenient. It is used more than phone calls because both parties can communicate at their convenience and images, video, and voice can be sent easily.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The Call Center White Paper 2021 analyzes the current situation in which text-based communication is becoming the mainstream as follows.<\/span><\/p><p><span data-contrast=\"auto\">\u201dThe center of non-face-to-face communication methods has already shifted from telephones to messengers such as e-mail, chat, and LINE. According to the results of a survey released in February 2021 by the Ministry of Internal Affairs and Communications, <\/span><span data-ccp-props=\"{\">\u00a0<\/span><span data-contrast=\"auto\">Voice Communication Usage in Japan from the Perspective of Communication Volume &#8211; Usage in FY2021,&#8221; the number of domestic voice traffic communications in 2019 will decrease by about 17% compared to FY 2013. The overwhelming view is that this downward trend will accelerate.&#8221;<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-ccp-props=\"{\"> <span class=\"TextRun SCXW101662892 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW101662892 BCX4\">The analysis show<\/span><span class=\"NormalTextRun SCXW101662892 BCX4\">s that text-based communication is becoming more common than phone calls.<\/span><\/span><span class=\"EOP SCXW101662892 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/span><\/p><p><strong>Working From Home Becomes More Widespread<\/strong><br \/><span class=\"TextRun SCXW42948436 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW42948436 BCX4\">The environment for companies <\/span><span class=\"NormalTextRun SCXW42948436 BCX4\">providing<\/span><span class=\"NormalTextRun SCXW42948436 BCX4\"> customer service is also changing. The environment has shifted from one in which customer service was <\/span><span class=\"NormalTextRun SCXW42948436 BCX4\">provided<\/span> <span class=\"NormalTextRun SCXW42948436 BCX4\">mainly through<\/span><span class=\"NormalTextRun SCXW42948436 BCX4\"> call centers to one in which center operations, including work-at-home operations, are <\/span><span class=\"NormalTextRun SCXW42948436 BCX4\">required<\/span><span class=\"NormalTextRun SCXW42948436 BCX4\">. In this respect, chat support can be handled even in the limited Internet and PC environments of home-based operators.<\/span><\/span><span class=\"EOP SCXW42948436 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Higher Turnover in Customer Service Departments<\/strong><br \/><span class=\"TextRun SCXW214676808 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW214676808 BCX4\">Chat responses are considered less stressful than telephone responses. Next-generation chat messaging is asynchronous and does not require speedy replies. You can spend ample time researching and checking with your SV without feeling pressured. As a result, turnover in the customer service department is reduced.<\/span><\/span><span class=\"EOP SCXW214676808 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-eecd482 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eecd482\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9f1da70\" data-id=\"9f1da70\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d59f21b elementor-widget elementor-widget-menu-anchor\" data-id=\"d59f21b\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"3\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-68c8b95 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"68c8b95\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3e134ec\" data-id=\"3e134ec\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ee852e elementor-widget elementor-widget-heading\" data-id=\"2ee852e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Chat Channels Needed for Non-Voice<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-64f78e6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"64f78e6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bd0df82\" data-id=\"bd0df82\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-25a9661 elementor-widget elementor-widget-text-editor\" data-id=\"25a9661\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span class=\"TextRun SCXW153229576 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW153229576 BCX4\">You may be thinking, &#8220;I want to start a chat operation, but where do I start? First, <\/span><span class=\"NormalTextRun SCXW153229576 BCX4\">let&#8217;s<\/span><span class=\"NormalTextRun SCXW153229576 BCX4\"> get acquainted with the three chat channels necessary for non-voice chat operations.<\/span><\/span><span class=\"EOP SCXW153229576 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li><b>AI Chatbot<br \/><\/b><\/li><li><b>Manned chat<\/b><\/li><li><b>Messaging<\/b><\/li><\/ul><p><span class=\"TextRun SCXW229280070 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW229280070 BCX4\">Once you know the characteristics of these three channels, you will know what to implement according to your company&#8217;s needs.<\/span><\/span><span class=\"EOP SCXW229280070 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>AI Chatbot<\/strong><br \/><span class=\"TextRun SCXW167530137 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW167530137 BCX4\">AI chatbot is a channel that responds to chats while learning and making decisions on its own. It is good at responding 24 hours a day, 7 days a week, 365 days a year, confirming the content of the customer&#8217;s inquiry, and assigning the inquiry to the most <\/span><span class=\"NormalTextRun SCXW167530137 BCX4\">appropriate person<\/span><span class=\"NormalTextRun SCXW167530137 BCX4\">. What they are not so good at is deciphering long sentences and responding in context.<\/span><\/span><span class=\"EOP SCXW167530137 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span class=\"TextRun SCXW87256082 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW87256082 BCX4\">Areas where we recommend implementing AI chatbots are<\/span><span class=\"NormalTextRun SCXW87256082 BCX4\">\uff1a<\/span><span class=\"NormalTextRun SCXW87256082 BCX4\">product order reception, multilingual support, internal FAQs, and procedural reception in the shipping, medical, and insurance industries.<\/span><\/span><span class=\"EOP SCXW87256082 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Manned Chat<\/strong><br \/><span class=\"TextRun SCXW231902103 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW231902103 BCX4\">Manned chat is a service in which a human representative responds to inquiries via chat, unlike AI chatbots, which can respond to <\/span><span class=\"NormalTextRun SCXW231902103 BCX4\">difficult questions<\/span><span class=\"NormalTextRun SCXW231902103 BCX4\"> from customers. It can accept multiple questions at the same time and respond with contextual understanding. The drawback is that you need to assign a person to handle the chat, and it is not available outside of business hours.<\/span><\/span><span class=\"EOP SCXW231902103 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span class=\"TextRun SCXW109610028 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW109610028 BCX4\">Companies that are recommended to implement <\/span><span class=\"NormalTextRun SCXW109610028 BCX4\">manned<\/span><span class=\"NormalTextRun SCXW109610028 BCX4\"> chat are those that have already implemented chatbots and need to follow up, and those that want to <\/span><span class=\"NormalTextRun SCXW109610028 BCX4\">operate<\/span><span class=\"NormalTextRun SCXW109610028 BCX4\"> a hybrid operation with chatbots.<\/span><\/span><span class=\"EOP SCXW109610028 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Messaging<\/strong><\/p><p><span data-contrast=\"auto\">Messaging is an asynchronous chat service that allows both parties to start a conversation at any time, even on a website, and to interrupt or continue the conversation whenever it is convenient. Furthermore, it is possible to continue a conversation started on a company website and continue it on popular 3rd party channels like Twilio SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat and more<\/span><span data-contrast=\"auto\">, for example, between different channels. However, since messaging is a new channel, be aware that customers may mistake it for a chat and expect an immediate response.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Messaging is recommended for cases where the customer has questions about a product, or asks questions about his or her registration information.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f70a643 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f70a643\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c3f7cfd\" data-id=\"c3f7cfd\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e71afb0 elementor-widget elementor-widget-menu-anchor\" data-id=\"e71afb0\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"4\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8deb5d9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8deb5d9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5d8e3a2\" data-id=\"5d8e3a2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7ca3be9 elementor-widget elementor-widget-heading\" data-id=\"7ca3be9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Background of the Lack of Non-Voice Customer Service<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0104475 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0104475\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d2485ff\" data-id=\"d2485ff\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68efe4b elementor-widget elementor-widget-text-editor\" data-id=\"68efe4b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span class=\"TextRun SCXW69460404 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW69460404 BCX4\">Despite the global trend toward non-voice, in some markets, the ratio of telephone calls to customer service is still high. <\/span><\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0c3060a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0c3060a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-81bebc4\" data-id=\"81bebc4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-919498e elementor-widget elementor-widget-spacer\" data-id=\"919498e\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-517f3b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"517f3b1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-de306d8\" data-id=\"de306d8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17f6156 elementor-widget elementor-widget-image\" data-id=\"17f6156\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"537\" height=\"436\" src=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/07\/stats.png\" class=\"attachment-large size-large wp-image-7913\" alt=\"\" srcset=\"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/07\/stats.png 537w, https:\/\/cba-web-dev-01.cba-gbl.com\/wp-content\/uploads\/2022\/07\/stats-300x244.png 300w\" sizes=\"(max-width: 537px) 100vw, 537px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-120327d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"120327d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5acc838\" data-id=\"5acc838\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7ef4c65 elementor-widget elementor-widget-text-editor\" data-id=\"7ef4c65\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><a href=\"https:\/\/www.globenewswire.com\/news-release\/2021\/06\/04\/2242208\/0\/en\/Self-Service-Technology-Market-Value-Predicted-To-Reach-US-77-7-Billion-By-2027-Covering-Pre-and-Post-Covid-19-Analysis-Acumen-Research-and-Consulting.html\" target=\"_blank\" rel=\"noopener\"><i>Source: &#8220;<a href=\"https:\/\/cdncom.cfigroup.com\/wp-content\/uploads\/CFI-contact-center-satisfaction-index-2019.pdf\" target=\"_blank\" rel=\"noopener\">Contact Center Satisfaction Index (CCSI) report 2019<\/a>&#8220;<\/i><\/a><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b8137bd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b8137bd\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-67deecd\" data-id=\"67deecd\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9a0df83 elementor-widget elementor-widget-text-editor\" data-id=\"9a0df83\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span data-contrast=\"auto\">A report by Deloitte Tohmatsu Consulting, LLC shows that compared to foreign companies, Japanese companies have a telephone ratio of more than 15%. The ratio of non-voice, such as chat, is about 10% lower.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The reason for the high percentage of phone calls is that companies are concerned about security.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The ratio of customer service operations in Japan that require identification tends to be high. In particular, banks, insurance companies, mobile telecommunications carriers, and mail order companies place a high priority on identity verification when making inquiries. And most companies do not support identity verification through non-voice channels.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Secured non-voice will require the introduction of the latest eKYC technology zero-knowledge proof, etc.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f963317 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f963317\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-9f14de1\" data-id=\"9f14de1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fdf3fd6 elementor-widget elementor-widget-heading\" data-id=\"fdf3fd6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">45%<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-34cfb48\" data-id=\"34cfb48\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-90b9627 elementor-widget elementor-widget-heading\" data-id=\"90b9627\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">of customers prefer live chat<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e66f533 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e66f533\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-39ef00f\" data-id=\"39ef00f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-70608ef elementor-widget elementor-widget-text-editor\" data-id=\"70608ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Source: <a href=\"https:\/\/www.globenewswire.com\/news-release\/2021\/06\/04\/2242208\/0\/en\/Self-Service-Technology-Market-Value-Predicted-To-Reach-US-77-7-Billion-By-2027-Covering-Pre-and-Post-Covid-19-Analysis-Acumen-Research-and-Consulting.html\" target=\"_blank\" rel=\"noopener\">Accumen<\/a><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f8f53de elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f8f53de\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1948982\" data-id=\"1948982\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1a2de6d elementor-widget elementor-widget-menu-anchor\" data-id=\"1a2de6d\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"5\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d09fd7c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d09fd7c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-937ad65\" data-id=\"937ad65\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2638209 elementor-widget elementor-widget-heading\" data-id=\"2638209\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Benefits of Implementing Chat for Customer Service<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-35091f0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"35091f0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8cc9c3e\" data-id=\"8cc9c3e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e1ccd8f elementor-widget elementor-widget-text-editor\" data-id=\"e1ccd8f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>There are benefits for both customers and management in implementing chat for customer service.<\/p><p><strong>Customer Benefits Convenience<br \/><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">If customer service is made non-voice through chat, customers can inquire at their preferred time and timing. If they only use the phone, they cannot inquire on the train to work or while their children are sleeping. But with chatbots and messaging, customers can inquire 24 hours a day, 7 days a week, 365 days a year.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><strong>Advantages for the Operator Reduced Call Center Operating Costs<br \/><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">The benefit to the operator is the reduction of call center operating costs. Chat channels can increase the number of home-based workers. The number of seats at the base can be reduced. The number of vacant seats can be utilized for other tasks, and the efficiency of the center can be improved.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><strong>Advantages for the Operator: Can Be Used for Marketing Purposes<br \/><\/strong><span class=\"TextRun SCXW67431954 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW67431954 BCX4\">All interactions with customers can be saved as text data. <\/span><span class=\"NormalTextRun SCXW67431954 BCX4\">More and more<\/span><span class=\"NormalTextRun SCXW67431954 BCX4\"> companies are analyzing the data and linking it to up-selling and cross-selling. In addition to responding to customer inquiries, it is also possible to send <\/span><span class=\"NormalTextRun SCXW67431954 BCX4\">special offers<\/span><span class=\"NormalTextRun SCXW67431954 BCX4\"> and campaign information <\/span><span class=\"NormalTextRun SCXW67431954 BCX4\">later on<\/span><span class=\"NormalTextRun SCXW67431954 BCX4\">.<\/span><\/span><span class=\"EOP SCXW67431954 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4707b3e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4707b3e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-af3ef18\" data-id=\"af3ef18\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-587e22b elementor-widget elementor-widget-menu-anchor\" data-id=\"587e22b\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"6\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-55bbd25 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"55bbd25\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-197058d\" data-id=\"197058d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ab7e5b7 elementor-widget elementor-widget-heading\" data-id=\"ab7e5b7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Disadvantages of Introducing Chat for Customer Service<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a5a84c7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a5a84c7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-16a6a34\" data-id=\"16a6a34\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a28ac8c elementor-widget elementor-widget-text-editor\" data-id=\"a28ac8c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Let&#8217;s look at the disadvantages of implementing chat at the same time.<\/p><p><strong>There Are Limits to What Can Be Handled<br \/><\/strong><span class=\"TextRun SCXW95061141 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW95061141 BCX4\">Chat is handled by exchanging short sentences. Therefore, it is not suitable for complex questions and answers. In some cases, it may be quicker to resolve the issue by talking.<\/span><\/span><span class=\"EOP SCXW95061141 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><strong>It Is Hard to Understand Emotions<br \/><\/strong><span class=\"TextRun SCXW64145381 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW64145381 BCX4\">Since communication is by text, it can be difficult to understand the other person&#8217;s emotions. You should <\/span><span class=\"NormalTextRun SCXW64145381 BCX4\">proceed<\/span><span class=\"NormalTextRun SCXW64145381 BCX4\"> with the chat while confirming the other party&#8217;s intentions by reciting them. It is important to note that it is sometimes difficult to convey the operator&#8217;s emotions. Some companies use designated pictograms for operators to express their emotions.<\/span><\/span><span class=\"EOP SCXW64145381 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><strong>Some Customers Are Not Comfortable With Chat<br \/><\/strong><span class=\"TextRun SCXW9868240 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW9868240 BCX4\">People who are unfamiliar or uncomfortable with the Internet and smartphones dislike chat-based inquiries. Please analyze your target audience and <\/span><span class=\"NormalTextRun SCXW9868240 BCX4\">determine<\/span><span class=\"NormalTextRun SCXW9868240 BCX4\"> if you should use voice response in addition to chat response.<\/span><\/span><span class=\"EOP SCXW9868240 BCX4\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fe0c87 elementor-widget elementor-widget-menu-anchor\" data-id=\"2fe0c87\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"7\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a67bb7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a67bb7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-23686d0\" data-id=\"23686d0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-27d2de7 elementor-widget elementor-widget-heading\" data-id=\"27d2de7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Points to Keep In Mind for Chat Operations<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b9ae4ca elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b9ae4ca\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-080df33\" data-id=\"080df33\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d78256f elementor-widget elementor-widget-text-editor\" data-id=\"d78256f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span class=\"TextRun SCXW187676646 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW187676646 BCX4\">If you are going to use chat operations for customer service, you want to realize CS improvement. Here are four points to keep in mind <\/span><span class=\"NormalTextRun SCXW187676646 BCX4\">in order to<\/span><span class=\"NormalTextRun SCXW187676646 BCX4\"> make your chat operation &#8220;useful! Here are four points to keep in mind <\/span><span class=\"NormalTextRun SCXW187676646 BCX4\">in order to<\/span><span class=\"NormalTextRun SCXW187676646 BCX4\"> make your chat operation &#8220;useful&#8221; and &#8220;I want to use it again.<\/span><\/span><span class=\"EOP SCXW187676646 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Choose the Channel That Customers Prefer<\/strong><br \/><span class=\"TextRun SCXW135761637 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW135761637 BCX4\">Analyze the demographics of the customers who contact you and <\/span><span class=\"NormalTextRun SCXW135761637 BCX4\">determine<\/span><span class=\"NormalTextRun SCXW135761637 BCX4\"> which channels they prefer to use. For example, if the customer is in their teens to thirties, they may prefer popular services like Facebook Messenger, Instagram, Twitter, WhatsApp, Apple Business Chat, and if they are older, SMS or e-mail.<\/span><\/span><span class=\"EOP SCXW135761637 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Be Careful With Scenario Design in Chatbot Operations<\/strong><br \/><span class=\"TextRun SCXW33037677 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW33037677 BCX4\">Be careful with scenario design in chatbot operations. If you can create high quality scenarios, users will get the information they wanted in <\/span><span class=\"NormalTextRun SCXW33037677 BCX4\">a short time<\/span><span class=\"NormalTextRun SCXW33037677 BCX4\">. Conversely, if the quality of the scenario is poor, the user will be stuck in a loop asking the same questions <\/span><span class=\"NormalTextRun SCXW33037677 BCX4\">over and over again<\/span><span class=\"NormalTextRun SCXW33037677 BCX4\">, or will be presented with misguided information, wasting valuable time. Excellent scenarios directly lead to improved customer satisfaction.<\/span><\/span><span class=\"EOP SCXW33037677 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Be Mindful of Your Manners When Responding to Chats<\/strong><br \/><span class=\"TextRun SCXW229436977 BCX4\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW229436977 BCX4\">Chat responses are text-centered. If you are not careful, you may give the impression of being mechanical or cold. Be sure to use language that is polite and conveys warmth in your chat responses.<\/span><\/span><span class=\"EOP SCXW229436977 BCX4\" data-ccp-props=\"{\">\u00a0<\/span><\/p><p><strong>Utilize Phone Support as Well<\/strong><\/p><p><span data-contrast=\"auto\">As we mentioned a while ago, there are certain people who are not comfortable with chat inquiries. Promoting non-voice through chat does not mean eliminating telephone support, but it is a good idea to leave a telephone contact point.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In order to respond to the diversifying needs of customers, in addition to the shift to non-voice, an omnichannel approach will also be necessary.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a7dcba6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a7dcba6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-11ba2d2\" data-id=\"11ba2d2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8c166cf elementor-widget elementor-widget-menu-anchor\" data-id=\"8c166cf\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"8\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13a7e8d elementor-widget elementor-widget-heading\" data-id=\"13a7e8d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Characteristics of Chat Platforms Recommended for Non-Voice<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-113b2c6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"113b2c6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cf2baba\" data-id=\"cf2baba\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-707fb86 elementor-widget elementor-widget-text-editor\" data-id=\"707fb86\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span data-contrast=\"auto\">A chat platform recommended for non-voice is a platform that can operate a wide range of all chat channels. In fact, true chat platforms are still few and far between.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">There are many tools that specialize only in chatbots or manned chat. There are also many tools that allow chat services only with specific applications.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">However, there are not many platforms that can provide AI chatbots, manned chat, and messaging across a variety of applications and services.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">When starting your customer service non-voice conversion with chat, choose a true chat platform that is flexible and scalable.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6917362 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6917362\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4f99c42\" data-id=\"4f99c42\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ef7b1ab elementor-widget elementor-widget-menu-anchor\" data-id=\"ef7b1ab\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"9\" class=\"elementor-menu-anchor\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4cc8b43 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4cc8b43\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f972719\" data-id=\"f972719\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9703c3f elementor-widget elementor-widget-heading\" data-id=\"9703c3f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">Final Thoughts<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-709841c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"709841c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bedf1c3\" data-id=\"bedf1c3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ecdd7d4 elementor-widget elementor-widget-text-editor\" data-id=\"ecdd7d4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p><span data-contrast=\"auto\">The reasons why non-voice customer service should start with chat are that smartphones are becoming the primary way to search for information, and communication methods are shifting from telephone to chat. The introduction of chat is also an indispensable measure for companies to promote work-at-home and reduce the turnover rate.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">When implementing non-voice chat, you need to decide whether to use AI chatbots, manned chat, or messaging. If you are not sure which channel is best suited for your company&#8217;s challenges, please contact us.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The environment surrounding you and your company is changing. Responding to the needs of non-voice customers is an opportunity for companies to make a leap forward in customer service. Let&#8217;s improve CS and customer loyalty through chat operations.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Until now, customer service has been dominated by voice telephone support. Recently, however, non-voice support using chat is on the rise. Customer service using non-voice channels is becoming more popular. In this article, we will explain what non-voice customer service is and why it is a good idea to start with chat for non-voice customer service.<\/br><\/br><a class=\"\" href=\"https:\/\/cba-web-dev-01.cba-gbl.com\/non-voice-customer-service-with-chat\/\"> Read More \u00bb<\/a><\/p>\n","protected":false},"author":24,"featured_media":7893,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":""},"categories":[30],"tags":[],"_links":{"self":[{"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/posts\/7805"}],"collection":[{"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/users\/24"}],"replies":[{"embeddable":true,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/comments?post=7805"}],"version-history":[{"count":58,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/posts\/7805\/revisions"}],"predecessor-version":[{"id":11190,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/posts\/7805\/revisions\/11190"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/media\/7893"}],"wp:attachment":[{"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/media?parent=7805"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/categories?post=7805"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cba-web-dev-01.cba-gbl.com\/wp-json\/wp\/v2\/tags?post=7805"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}