The Phone is Still an Important Customer Support Channel

9 January 2024

In the insurance industry, customer service is a crucial aspect of retaining customers and attracting new ones. Customer retention is five times cheaper than attracting new ones. Customers are the lifeblood of the insurance industry, and they should receive positive experiences when transacting with your company. If they are consistently happy with your service, they become loyal customers. Once they develop trust with your company, they spend up to 67% more. They might even promote your brand through word-of-mouth. This could significantly help your business as many people believe in the testimonials of those they know. Also, these positive testimonials could strengthen the image and reputation of your company.

In this context, the calling phone is an essential customer support channel. It provides a direct and personal connection between the customer and the company. It allows customers to ask questions, clarify doubts, and receive immediate assistance. It also enables the company to provide personalized solutions to the customer’s problems. Customers still want quick and stress-free access to friendly and accommodating insurers over the phone.

However, it is important to note that customers today also desire to communicate via digital contact options like email, chat, and self-service. Therefore, it is recommended to provide a variety of customer support channels to cater to different customer preferences.

1. Solving Complex Issues

The phone is still the preferred method of communication for customers experiencing complex issues. Email or self-service can help but can be limiting for a customer. For example, some may not have the technical knowledge to solve their issues when relying on a self-service platform. Email, on the other hand, can be challenging when it comes to describing complex problems or giving instructions.

Customers, when using the phone, can also discuss in better detail the issues that they’re experiencing, and customer service agents can walk them through the steps to resolve their issues.

2. Customer Interactions Are More Meaningful

The human voice has a much more potent effect on the brain than written text. Our voice conveys information such as gender, age, and mood among others. When we share, we create conversations, and these conversations are meaningful to those who are asking for help or support.

This is one advantage of the phone when used as a communication platform. Not only that but call center agents can convey your brand’s personality more easily, which will allow your business to create a positive and lasting relationship with your customers.

3. There is No Delay with Phone Calls

When text messages or emails are sent, you need to reply. For some, this is not an issue. They go about their day, receive, and acknowledge a reply when it comes in. But this communication approach doesn’t always work, and a phone call is required.

When there’s an issue that needs urgent attention, waiting for a response can cause frustration and waste precious time. Also, some people simply do not like to wait or to have a back-and-forth exchange. Communicating through the phone is a good solution because it offers instant communication and little waiting time.

4. Phone Calls are Easier

This is especially true for older adults because they prefer to use the phone instead of engaging via text messages, instant messaging, or emails. For most, the response when asked for their reasoning is that phone calls are a lot easier.

This does not mean that only older adults are simply used to the technology associated with telephones, but simply shares that many people feel that a live voice exchange is better because of the speed, clarity, and empathy that communication can provide.

PD. We do acknowledge some people might experience phone call anxiety but that’s not our fault.

Contact Staff Boom to know more about outsourcing your customer service. You might be surprised at just how easy it is to make phone calls more efficient, productive, and effective. Give us a call today to learn more!

Kelly Wade

Business Development Manager

Kelly Wade is a Business Development Manager at Staff Boom. With a bachelor’s degree in business from Azusa Pacific University and a cosmetology license, Kelly brings a unique blend of expertise to her role. Since joining in 2018, Kelly has played a vital role in the company’s growth by bringing in new clients and fostering strong, lasting relationships with them. She takes great pride in her ability to find innovative solutions that truly benefit customers, and her genuine care for people shines through in every interaction. While she decided to leave her cosmetology practice behind to pursue a career in sales, she still finds joy in occasionally using her hair styling skills on a smaller scale.

Outside of work, Kelly embraces her role as a proud wife and mother. Her daughter keeps her busy with a wide range of activities, and Kelly strives to balance her professional and personal life to ensure quality time with her family. As a passionate sports fan, particularly when it comes to football (Go Saints!), she knows how to bring that same enthusiasm and dedication to her work and personal interests.

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