What is the importance of providing customer service on the phone?

There are so many different ways to contact someone that it is normal to forget phones' importance to a business. While many consumers are stakeholders like to interact via social media, nothing beats customer service on the phone. Most businesses perceive that the future of their marketing activities is on the web only. However, they are completely wrong, as recent statistics depict that 75% of all the people in the world own a cell phone. Hence, there is an increasing need to emphasize more on customer service over the phone. Here is the list of reasons:

People who call have an urgent problem

It is widely noticed that people interested in telephonic conversation have an urgent problem at hand. Hence, it is best if you offer customer service on the phone. On the other hand, talking with customers directly over the phone helps solve their problems and identify other issues that may affect other customers.

Your customers have gone mobile

The widespread use of cell phones and the increasing share of smartphones have enabled individuals to use the click-to-call feature and search for phone numbers in advertisements displayed on websites. According to Google, 48% of the local mobile searches ended with a call.

Your consumers prefer verbal interaction with your business

Human beings are still not adept at solving problems via web and tutorial videos. Communication over the phone is the fastest way to provide good customer service.

Customer service over the phone results in excellent leads

As per Google, 61% of mobile searchers describe the call as an important part of the buying process. A majority of businesses term inbound phone calls as excellent leads.

A dedicated phone line is vital for your image

It is a widely accepted fact that a majority of customers would seek other brands if they do not see the phone number of the brand in the advertisements. Hence, make sure that the phone numbers are visible in the advertisement. With a virtual address service, you would be able to increase your customer service efficiency.

Naturally, individuals tend to contact businesses directly to obtain the information they have not got on the site. A phone line shows you in a reliable frame. It may seem that the world is revolving around social media platforms; it is also worth remembering that not everyone is online. Hence, do not ignore offline communications.

why customer service on the phone is good?

When customers call customer service, it is important for them to have someone on the other end of the line. People want to be able to talk to a person and not an automated system.

Customers often prefer to communicate with a company by phone because it would seem more personal and convenient.

They can easily call a customer service representative and ask for any information that they need from them. In this way, customer service representatives can answer questions from clients quickly and efficiently.

In addition to the above, contacting a customer service representative by phone is better than email because customers can ask for an immediate callback if necessary.