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Glossary

What is a Non-Voice Process?

Customer support and interaction via chat, SMS, and email are examples of non-voice processes.


Live chat is the main form of communication in non-voice processes, although other channels are as crucial. A recent survey found that 41% of participants preferred live chat customer service, 23% loved email support, and 32% preferred phone support. When they have billing issues or questions, 68% of customers prefer to SMS their service provider, according to GSMA statistics. The same thing applies to customer support provided through other social media platforms.


Strong writing skills are necessary to provide these services. Depending on the company's goods or services, agents may also need product expertise and problem-solving skills. Furthermore, specialist skill sets may be required for back-office labor rather than verbal or written communication.

Types of Non-Voice Processes


Non-voice processes include the following types:

1. Email Support:


Email support or ticket support are two more significant non-voice processes. To better serve more customers, businesses combine email and chat support options. In particular, when a live chat or contact support is not accessible during off-hours, creating tickets fills in communication gaps, starts troubleshooting, and provides answers to a problem. This enables them to serve their customers and offer assistance constantly.

2. Back Office Work:


Organizations outsource a wide range of tasks under the heading of "back-office work." Data entry, people, human resources, and account and database administration are all common back-office tasks.

3. Chat Support:


Inbound calls resemble live chat or chat support. Arriving messages might be about brand-new purchases or provide technical support for previous transactions. Customers who use omnichannel contact center services can communicate via social media messages or live chat. Customers typically prefer this kind of communication since it provides quicker responses. Contact centers routinely interact with customers using chatbots and other AI technologies for efficiency.


The quality of solutions and goods offered by knowledgeable staff is crucial to enhancing the client experience. As a result, inbound calls and chat support employ essentially identical performance KPIs; CSAT, NPS, AWT, CES, and FCR are used to monitor performance.


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