Modern buyers often need support when using products or services. For example, you may need help setting up a new router or getting additional data on your Spectrum Mobile Plans. Customers like you may need to reach out to the seller to address these needs. And since these days both buyers and businesses interact online, there are multiple channels to access this support. From emails, chatbots, apps, FAQs, and help center resources, businesses do their best to make sure customers can access support whenever they need it. However, despite all the new channels and mediums in use, a phone conversation is still the best way to get customer support. This blog explores 4 important reasons why this is the case. Read on to find out more.
Customers Prefer Intuitive Communication
Intuitiveness is one of the biggest reasons most customers still prefer phone calls to address their customer support needs. Even though emails, chats, and other modern mediums are important, buyers still prefer technical support over the phone. This is because it is far more intuitive to communicate a problem (and find a solution) over the phone. Particularly for older customers that have a lower comfort level with modern technology. For many customers, the preference for intuitively communicating their needs over a simple phone call can overshadow the need to leverage a range of other mediums. Simply put, many buyers prefer to stick to the comfort of a phone call, and businesses should prioritize and address this preference accordingly.
Convenient for Technical Support and Troubleshooting
Troubleshooting and technical support are often sensitive needs. Not addressing them in an effective way can lead to friction, and often dissatisfaction among customers. At the same time, many customers lack the basic technical knowledge to figure stuff out on their own. Older demographics, such as Baby Boomers, may need a tech support rep to walk them through steps and processes. Moreover, instructions can sometimes seem confusing, and therefore they may require a more painstaking approach. A rep can assist a customer in real time over the phone far more effectively than a chat window or an email conversation. Technical support over the phone, therefore, is usually the best way for businesses to offer this help.
Faster and More Efficient than Email or Chat
Another issue with technical support needs is the associated urgency. Customers don’t just want their complaints or needs resolved. They need them to be resolved as quickly as possible. Especially when the product or service they use is tied to their business, such as a computer, hardware systems, and even software. Downtime means lost revenue for the customer, and can even lead to disgruntled customers taking their business to the competition.
Miscommunication and confusion are very common over mediums like emails or chat support. This means additional conversations back and forth. These can make the entire technical support process extremely inconvenient, and lead to a drop in customer experience and satisfaction levels. Tech support over the phone can prove far more efficient at resolving customer complaints and needs. And therefore, they can
Does Not Rely on Internet Access or Availability
Finally, phone calls remain a great way to access customer support since they don’t necessarily rely on internet access. By comparison, seeking support over emails or chats usually requires the user to be connected to the internet. While most people do have access to the internet, they could encounter technical support needs at times they don’t. For example, while traveling abroad, during an internet outage, or experiencing difficulties with their internet service itself. In such cases, a customer cannot use the internet to get the technical support they need. However, a phone call will not necessarily rely on a functioning internet connection. Therefore, customers can simply use their smartphone or landline to connect with a technical support representative. So even if a user or buyer has no access to the internet, they can still find solutions and fixes to their problems.
Takeaway
Businesses must always be available to address customer needs across any channel. This includes using chatbots across the website or social media pages, email support, and even conventional snail mail. But these additional resources don’t make the conventional tech support phone call redundant. In fact, most customers still prefer to get help with troubleshooting or technical complaints over the phone. And, as many businesses understand, aligning with customer preferences is essential to offer a great customer experience. Therefore, phone-based tech support will remain an important medium for years to come.
