Why the Phone Is Still an Important Customer Support Channel

16 October 2021
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In a society filled with email, social media and instant messaging; the phone is still highly relevant in our omnichannel world.

Some may say that the phone is the customers’ preferred source when needing customer support, while others may say that it’s the most reliable way of communication for their business.

Based on a survey from a leading software company, Zendesk, the phone still remains the channel of choice in resolving customer service issues across age groups and here’s why:

1. Solving Complex Issues

The phone is still the preferred method of communication 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 on the issues that they’re experiencing, and customer service agents can walk them through the steps to resolve their issue.

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 our 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 email 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.

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

Account Executive

I am building a long-term sales career utilizing my intrapersonal strengths, achievement drive, and competitive spirit to satisfy unmet customer needs and create value for my organization. I have demonstrated my ability to succeed in multiple business scenarios by quickly becoming a subject matter expert so I can offer customers unique solutions that lead to repeat business and new customers. I am currently working for Staff Boom as an Account Executive and I thrive on building dedicated teams for Insurance Purposes and watching our clients succeed. I am looking forward to working with you in the future.

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