Published on July 20th, 2021 | by Bibhuranjan


Why Phone Calls are Essential to Customer Service

All consumers prefer companies that tend to listen to their demands and cater to their needs. It is a fact that you connect more with those who are willing to lend you an ear and offer you reliability. Although technology has advanced a lot over the years, still, phone calls are and will always prove to be an essential part of customer service.

In this ever-progressing world, all companies know which factors will benefit them more than the others. Providing the best customer service is one of them. In fact, companies are now even adding immediate e-mail responses, social media messaging, and live chat services to expand their support platforms. Despite all this, phone customer service tops the charts, because not only it is simple but also incredibly effective.

Thousands of households across America continue to have a landline at their place of residence in 2021, which is the era of smartphones. Spectrum voice is one such service, which users love to subscribe to due to its unlimited calling facility and other amenities. So, naturally, if such consumers come across a problem with your product or service, they’d prefer to call up your company’s customer service from their phone. Therefore, you need to include phone support in your customer service, so you can keep on satisfying those customers who prefer calling in from their phones. Here are all the reasons why phone calls are essential to customer service.

Top Reasons Why Phone Calls are Essential to Customer Service

Some advantages of phone customer support are listed below, so you may realize their true importance.

Simplified Customer Experience

One-to-one phone calls lead to a simplified consumer experience. People can simply dial your company’s phone support number and talk to the representatives about their problems in detail. The phone agents can also smoothly guide customers through the shopping journey or assist them with equipment troubleshooting. Conversely, when there is no one to attend to their queries, users often get frustrated and are likely to explore other brands for their needs instead of sticking to yours. Although live chats and social media messages are popular among the younger consumer groups, they can never replace a good old-fashioned phone call. Customers might be fed up with the long chat, which will end up yielding nothing productive in the end. Eventually, they will turn to the phone call to reassure them and give them a simplified customer experience.

Multiple Features

The click-to-call feature allows customers to get in touch with the service provider with just a click of a button. Similarly, the automatic callback feature puts the customer on the waiting list, so that they won’t have to wait in a calling queue. Won’t you rather get a call back than stay on hold forever? Now, you must realize that these are rather simple yet efficient ways used by companies to provide good phone support service to their loyal customers.

Empathy Goes a Long Way in Building Loyal Customers

An attentive human ear is incomparable to any other feature no matter how advanced it may be. It creates a sense of support and reassurance that is invaluable to any consumer. Personal interaction makes the customer feel valued. To let that happen, you will surely need to train your staff properly. Any other communication channel can’t make this possible as phone calls provide the most interactive sessions. Phone calls can also make a dissatisfied customer change his or her mind. It is a good way to turn a bad review into a positive one, just by sorting out the matters with the customers attentively.

Opportunity for Growth

Recording phone calls and analyzing customer vocal tones with the help of advanced AI tools lets you learn more about what a customer wants from your company. It provides opportunities to make the customer experience better than before. Call monitoring and collecting data enables a company to grow. Conducting surveys also ensures the smooth flow of feedback, which informs future strategies. Cold calling, sometimes, makes the customer feel like they are wasting their time. However, when they are already on a call, you can get a chance to request their feedback. It allows you to gain insight regarding their need and wants, and come up with the best ways you can use this information to add value to your brand and make data-driven decisions.

Quickest Way to Resolve Customer Issues

A phone call is the fastest way to sort out any complex issue. It is only possible when your support team focuses on and works towards the first-call resolution. Solving issues on the first call makes a customer satisfied with your services and allows them to reduce cost by not making unnecessary repeated calls. Investing enough time and effort to build up phone customer service will always benefit you and your company in the future. Training your support team will make your efforts worthwhile.

Wrapping Up

Nothing can replace the bond that a simple phone call can create. When you are on call with an agent who has your full attention, the session yields the highest possible satisfaction for both parties. Moreover, customers always share their experiences, whether good or unpleasant, with their friends. Therefore, good phone support provides you with the opportunity to get more customers, earn more profit and gain a more competitive edge in the turbulent market.

Cover Photo by Tima Miroshnichenko from Pexels

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About the Author

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Editorial Officer, I'm an avid tech enthusiast at heart. I like to mug up on new and exciting developments on science and tech and have a deep love for PC gaming. Other hobbies include writing blog posts, music and DIY projects.

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