Nowadays, as a customer, you have more options to communicate with a company. Multiple non-voice platforms including emails, chats, social media, and SMS can also be used to enjoy good quality customer support. They have indeed made it more convenient for users to reach out to the company for any kind of assistance or support required. Because customer support serves as the backbone for the growth and success of any business, every owner extensively focuses on making the most out of these platforms to offer extraordinary customer care that sets them apart from the rest.
We do see companies adding live chat features to their official sites, using email messaging or social media marketing to engage more customers but it does not mean that phone calls have become obsolete. Even with newer mediums or trends being effectively utilized for providing customer care services, phone calls continue to hold their significance and do not lose the charm. There have been certain modifications with innovations that have been implemented to further improve the efficiency of existing telephone services.
Companies who cut out phone calls as part of their customer support service and opt entirely with live chats or social media seem to lose a considerable target audience. The point is that the role of phone calls in providing customer care cannot be ignored. Nowadays, there are so many effective providers offering spectacular business internet and phone plans at cost-effective rates like Spectrum phone plans, for instance, that come with additional benefits and features.
If you are wondering why phone calls are still a significant part of customer service, then here we have jotted down some of the main reasons that can better help you understand their worth:
Voice Conversations are More Powerful
No doubt, chatbots have evolved to be an effective solution when it comes to offering customer support round the clock and spare agents from repetitive answering of commonly asked questions. Yet, they do have their flaws and cannot parallel the expertise of humans for answering any convoluted queries or offering empathy. This is why phone call conversations are always more impactful to develop a trusted and empathetic rapport with the customer base.
Better Potential for Empathy
Telephonic interaction in customer support has a better potential for cultivating empathy and solve the problem quickly. When the caller is being dealt with in a friendlier, more attentive, and empathetic human voice, he can foster a better level of trust and confidence as a customer.
Therefore, through phone calls, a company has a better margin to develop a stronger emotional bond with their clients and harness a greater loyalty level. When a customer calls, a trained customer support representative can make him feel more valued, own his problem and provide a real-time solution. Your customer service agents work more like your brand ambassadors when speaking to customers on phone.
Voice Calls are More Personal
One of the main reasons why most of the customers still prefer dialing a phone number to get in touch with the customer care service is that it is easier to explain an issue while speaking to a human. The customer can sense the convincing and reassuring nature of the attentive person on the other end. This eventually makes decision-making easier and can clear any unnecessary confusion from the minds of the caller instantly.
Best for Dealing with Complex Problems
The more complicated a problem posed by a customer, the more human voice interaction is needed for better comprehension. Let’s admit it. Your customer would be annoyed to type a lengthy email or a long text on live chat. They would prefer speaking to a human who can understand the complex problem and provide the most suitable solution.
Real-time voice communication over the phone with the agent can be a much better help for an anxious customer with a complex query who would not want to be further annoyed by waiting for an email reply or chat message. For emergencies, a phone call to the customer care agent is always the best refuge.
Feedback and reviews are extremely important for any business to prosper and strengthen trust relations with customers. Keeping a track of the customer feedback helps get a better insight on areas to improve and boost performance.
It is always easier to get feedback over the phone than through email. This is also because the phone is a better platform to respond to answers or ask follow-up questions. Therefore, feedback surveys over phone calls are more effective in getting a clear idea about how your brand is performing and how the audience perceives your product or service.
The aforementioned reasons pinpoint why phone calls are still a popular channel for providing impressive customer support services and can be a game-changer for the business.