Choosing between live chat and email support isn’t just about preference — it’s about what your customers expect.
Let’s break it down:
🔵 Live Chat Support
Pros:
– Instant replies = higher conversion
– Great for sales/pre-purchase questions
– Can be automated with chatbots + human fallback
Cons:
– Needs real-time staffing
– May overwhelm small teams if unmanaged
🔶 Email Support
Pros:
– Scalable and async
– Easier for long/formal replies
– Requires less manpower
Cons:
– Slower replies may hurt conversion
– Can pile up quickly without SOPs
💡 Our Recommendation:
– Use live chat during peak hours (9am–6pm)
– Offer email for non-urgent issues
– Combine both for maximum coverage
At SupportDeskLLP, we provide trained VAs who manage both channels using SOPs, tone guides, and CRM tracking.
Want to explore a support plan that fits your business?
👉 Talk to Our Team