Even though, as of today - there are multiple communication channels that customers prefer using but nothing beats the exclusivity and belongingness of dialing up your way to the problems with call customer care.
Phone support has become an integral part in keeping customer's trust intact and create a brand image of any business with credibility, authenticity, and being a customer-first company.
Phone Call Service - The Leading Way To Communicate:
Off-course, a human voice is more assuring to customers than chats, and template emails. In fact, 60% of the buyers still prefer using phone call service to resolve their problems, boasting it to be faster, easier and more accessible than other mediums.
Phone support service has been a shining star when it comes to understanding the dynamics of a good CX of top thriving brands.
It bridges the gap between customer hesitation and delight, maximizing customer lifetime value overtime, and scoring higher customer retention ratio for companies.
BROWSE PHONE SUPPORT PACKAGES
Let's learn 1 proven tips that break-open what goes into building a great customer support via phone call service and the principles that offer companies the edge to refine their CX.
10 Proven Tips To Deliver Top-Notch Phone Support Online:
1) Grasp The Context:
Clutching on the context of problem saves time, and customer's angst for the company.
Knowing that not all agents have grasp for this skill, you must first understand the scope of the problem for which the call is being made.
Other information may also help, such as, the last purchase order, customer's association with the company, and the latest correspondence, altogether.
2) Integrate an Omni-Channel Support:
We all know that customers can reach out to us in multiple ways, such as, social media, email or even the phone call.
With omni-channel support, every communication channel is integrated into a one big platform, making it easier and faster to track the correspondence to avoid repetition or ambiguity.
3) Be Swift With Calls:
It's a fact - customers hate queuing up on the phone call and listening to the overly optimistic music! If you wish to improve your phone call support, be swift with calls and let your brand produce brand loyalists with a positive word of mouth for the company.
4) Use Simple & Easy Words:
While being on a call, customers want phone agents to be as simple, straight-forward, and logical as possible. They're having a race against the time to solve their problem, and get back to using the service again.
In this case, using simple and easy words would be of great benefit for the two sides. Avoid technical jargon or any ill-fitted casual term that only you are aware of. Keep it professional and concise so that customers can resonate a positive customer experience.
5) Master The Call-Data Dynamics:
There are certain dynamics that come into play to help evaluate the customer support success ratio. This includes measuring your AHT (Average Handling Time) or evaluating the number of answered or missed calls or number of transfers per agent. With these data metrics, any phone call agent is likely to increase their productivity and keep an eye out on their room for improvements overall.
6) Initiate Active Listening:
Half of the mistakes may not happen if your phone support agents start with active listening.
While customers don't like repeating their concerns abruptly, it's the responsibility of the phone call agents to humbly ask them for a recourse if they have failed to hear their concerns properly. Instead of providing wrong resolutions, it's better to participate in active listening and deliver top-notch phone customer care.
7) Eliminate Your Background Noise:
Phone customer support does not only require the right set of mindset but also the technological prowess to begin with.
You can avidly invest into buying noise-cancelling headphones to appear muted in the background for your customers.
Enhancing the quality of calls would result in customer delight by 2x as they'd be able to hear and answer you more seamlessly.
8) Get Consent On The Hold Time!
This is by far one of the most important aspects prior to putting customers on hold. It's ok for phone support agents to humbly ask their customers to hold on for a minute to pull up their previous data but it should come with their consent.
It's best to humbly inform customers that you'll be back on the call soon and if they allow this instance to happen or not.
9) Infuse Empathy:
For many customers, acknowledging the problem to them helps them relief their angst for the brand. A smart phone support agent must infuse empathy in their doing and with the way they journey from the start of the phone call to its very end.
This helps the customer to release stress and clear the air after a heated argument. A good customer support practice for phone customer care is to walk the customer's boots and understand their problem with clear acknowledgement of it.
10) Implement a Call Script:
One of the most effective ways to ensure consistent and high-quality phone support is to implement a call script. A call script serves as a guide for your support team, outlining the key points to cover during a customer call.
By following a script, support agents can maintain a professional tone, provide accurate information, and address customer concerns efficiently.
Main Takeaway:
Delivering top-notch phone support online is crucial for any business looking to provide exceptional customer service.
With the right tips and strategies, you can ensure that every customer interaction leaves a positive impression.