The Importance Of Phone Calls In Customer Support

Ring, ring! Who’s that? That’s right, your destiny. All jokes aside, it’s normal to wonder: are phone calls in customer support still truly relevant? Our short answer is yes. They still matter. Why? Because customers value human interaction. Your business’s perception will improve if you focus on ensuring your customers feel heard, valued, and understood. 

For customers to have a good experience, they need to be able to contact your company from where they feel the most comfortable. And in most cases, believe it or not, a phone call is their preferred choice! In fact, according to CFI Group, more than 76% of all consumers prefer phone calls over other methods to reach customer support representatives. 

Are Phone Calls Still Relevant? 

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Even though millennials and Gen-Z avoid phone calls like the plague (since they find them ”too time-consuming”), phone calls aren’t dead. At least, not when it comes to customer support. According to HubSpot, over 69% of customers prefer phone support over chat or “other” support channels. So even if millennials prefer texting, this communication channel is still booming where customer service is concerned. In our opinion, it’s due to the human touch. Having someone on the other end of the line that can help solve your problems and make you feel valued is priceless. 

 

67% of customers hang up the phone because they are frustrated that they can’t talk to a real person.” 

Talkdesk

 

Think about it. If you had a problem or emergency, would you prefer talking to a real, understanding person? Or to a self-repeating, unhelpful chatbot? Whatever you’re facing, a phone call with another human being is a reliable, effective way to solve issues fast. 

The Most Important Benefits Of Phone Customer Service

Customers clearly like a human touch to obtain guidance, solve issues, and even make a purchase. Here are the three most important benefits phone call customer support can bring:

 

You Can Get Close And Personal 

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Phone calls allow you to generate outstanding customer experiences thanks to the immediate interaction your clients get. It feels much more personal than any other customer support option. Since it is easier to be understood over the phone than by text, which also means that the customer support agents can quickly identify every emotion that the client is experiencing. This results in authentic human connections that will improve the customer experience.

And in case you didn’t know, feeling valued and understood by a company is the main reason customers choose to remain loyal. As PATLive says, 66% of consumers will switch brands if they feel like they’re being treated as nothing more than a number, and 52% are at least somewhat likely to jump ship if a company doesn’t make an effort to personalize their communications.

Improve From Within 

Constant complaints, issues, and tickets can be demotivating. But don’t get discouraged. Customer complaints are actually a great way to improve your products, services, and processes. You can find the root cause of different issues and nip them in the bud. Learning from your mistakes never sounded so good.

Phone call customer support can provide tremendous insights into what works (and what doesn’t work) for your business. This feedback can be eye-opening and can allow you to find the root cause of many issues that may torment your results. If analyzed correctly, it can help you learn how to solve problems from the root cause so that they never happen again.

 

“Your most unhappy customers are your greatest source of learning.” 

Bill Gates.

 

So, the best way to improve your products is by having conversations with your customers, and the best way to have a conversation is on the phone! This is why you shouldn’t treat complaints as something negative. They are an opportunity to learn from your flaws, improve your processes, and maintain your success. 

Anyone Can Make A Phone Call

Not everyone knows how to use social media. Many people today don’t even have active accounts on social networks. And all the different channels available (like Facebook, Twitter, Instagram, Tiktok, etc.) can frustrate users. Phone calls are the easiest, most straightforward option. Even if millennials don’t favor them, everyone is tech-savvy enough to dial a number and make a phone call

Increase Customer Loyalty Through Phone Call Support

Customer expectations have risen in the past years. With just one click, customers can look at your company, your competitors and make a decision. But to keep your customers satisfied, high-quality service is an absolute must! In fact, according to Glance, 70% of unhappy customers are willing to shop with a business again if their problems are solved. Helping your customers helps your business thrive. Win-win.

The Difference Between Boldr And A Regular Call Center

A company can see a direct reflection of their customer’s happiness in the churn rate. If you are suffering from attrition, then it could mean that your customers aren’t the happiest with your services. Good customer service leads to satisfied customers, and having a partner who can create a global team for your phone calls support needs (like us) is the easiest way to achieve it! 

“Boldr is an outsourcing partner to some powerhouse brands, including MeetUp and CNBC. Whereas historically, outsourcing exploits its front-line workers, Boldr is dedicated to doing things differently by investing in their team members.” 

– Bruce Tulgan, Contributor at Forbes

Great customer service starts with great training. Our customer advocates will make every phone call special, and above all, useful. Your customers’ issues will be solved, and the phone call will end with your clients feeling heard, valued, and understood.

 

“ Personally, I love customer support. I love helping people. I love finding solutions. I love explaining things to them. Sometimes, I have awesome interactions with them. There is always a customer that surprises me. Or is really sweet. And you have the opportunity to change someone’s day.” 

– Claudia Bueno, Customer Support Specialist at Boldr

 

Thanks to our global approach, we are able to provide 24/7 support for your clients. And due to a full end-to-end customer service experience, we can work with you and help you increase your sales and customer loyalty. We also adapt you YOU – your business, your way. As our client, Seth Goldman, CEO of UrbanStems, said:

 

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Let us help your customers out. We promise we’ll do everything in our power to make them happy, healthy, and successful. Start your Boldr journey today with a free consultation.

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