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Chat vs. Voice: The Ultimate Guide

Chat vs. Voice: The Ultimate Guide

Communicating with customers over chat is easier and less expensive than traditional phone conversations. Is it also better for customers?

Companies migrate to chat for some clear bottom-line benefits. Chatting with customers costs less per interaction, since agents can conduct two to four chat conversations simultaneously and companies save on recording and transcription costs. 

This guide shares what Tethr learned about customer behaviors, agent performance, and how to win customer loyalty.

Included in this guide:

  • Detailed metrics uncovering how chat conversations create effortless, less emotional interactions, even when conversations get difficult
  • Uncovering chat's weaknesses, including the areas phone calls still outperform chat
  • How agents perform better in chat conversations compared to voice channels