Pros and Cons of Offering Phone Customer Support

Offering services is one thing but ensuring that clients get robust after-service care is something else. Focusing on the latter will surely enhance customer loyalty as well as guarantee a positive profile amongst clientele too.

Different ways are used to offer customer care services. Phone support is one of the primary ways that is commonly used for this purpose. We’re here to check out the potential of phone support and how it can help elevate customer service performance. On the other hand, we’ll also be looking at its downside to give you a glimpse of why it isn’t always an optimal choice. So, let’s get started:

The Benefits Of Phone Support

Using phone support features several perks. It makes it easier for companies to potentially get closer to the customer pool and gain their trust. Here are some of its benefits:

Seamless Communication

One of the most prominent features of phone support is that it allows seamless communication between customers and support members. For instance, if you’re a customer of Windstream, one of the well-reputed internet companies in the US, you can simply contact them via Windstream phone number.

The 24/7 available representative will be present to assist you with your issue/ query. Explaining thoroughly what problem you’re facing will help them understand and respond accordingly. It makes it easier for the representative to assess your problem and provide assistance accordingly.

In addition to this,  phone support makes it easier to get real-time assistance. The representative may ask you to run some functions such as resetting the modem, reattaching the connection cord, etc.

Such functions can often resolve the issue and you can get your problem sorted right away. It makes it a lot easier for the customers to get their issues sorted without having to wait long hours.

A Better Connection With Customers

Another good thing about phone service is that it allows representatives to connect with the customers in a true sense. Phone support provides a personalized experience that is better than the rest of the support means.

The human connection formed during the support generates effective brand value that allows companies to gain loyalty from their customers. It’s also the fastest mode of communication that allows offering real-time assistance to the clients reaching out.

Next, you get real-time details and insights on the problem as the customer can present the entire information in their manner. You can even ask them to perform certain functions, as mentioned earlier, which will help get resolve the problem instantly.

A Trustworthy Method

Another good reason why phone support should be one of your methods of customer care is that it generates trust in the customers for the brand. However, for this trust to be built the company must be offering reliable services.

In addition to this, some customers also want direct communication since it makes it easier for them to present complete details of their problems. Moreover, accessing phone support is almost easier for everyone.

Just find the contact details of the phone support to reach and one can contact them during their given business hours. It’s convenient and an easier means of finding support solutions that one should surely include in the company’s proceedings.

The Downside Of Having Phone Support

Well, the perks were quite convincing and we can surely add phone service as a medium for offering customer care. However, some downsides should also be considered so that certain precautions can be prepared in adverse cases. Check these out below:

Can Backfire in Case of Poor Services

Having phone support can also backfire in some cases where customers can release their frustration over the phone. Not only the entire situation is a mess but it makes it difficult for the representative to offer support services to the customer that would resolve their issue.

It also jeopardizes the entire profile of the company since the customer will be referring to the support services offered by the company and ultimately leave a bad review for it. That is why phone support should only be used for services that would minimize this risk.

In this way, the profile of the company would not be in trouble (given the services offered of good quality too).

Can Create A Deadlock Too

One of the many reasons why several people often consider phone support is because it helps them connect in direct communication. But what if there aren’t enough support representatives to even cater to the calls?

This can happen when the company is facing an outage in a service that results in an extreme count of customers calling. However, the lack of representatives will create a deadlock, resulting in frustrating customers over long waiting hours.

Although other methods do have wait hours too, phone support can have a longer wait time than them. Hence, if you want phone support to be successful, you need to manage the team effectively so that such a problem can be avoided.

Some Issues Require Time

The reason why phone support is recommended is that it allows getting instant solutions. However, some issues do take time, which is why keeping the customer waiting on the call isn’t recommended.

Moreover, telling the customer on call that their issue will take time is a risk since most customers aren’t patient and can result in the situation mentioned above. Therefore, this should also be considered while embedding phone support.

Closing Notes

We’ve shed some light on how phone support can provide effectiveness in customer care as well as the potential risks it poses. However, companies should first strengthen their service quality and then move to embed phone support. Doing this will surely remove the downgrades of this mode.