Even in today's digital age, the telephone remains a vital channel for customer service. While online chat, email and social media have become increasingly popular methods of communication, the telephone still offers several advantages that make it an essential part of any customer service strategy.
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer. This allows for a more personal and immediate resolution of customer inquiries and problems. Telephone support also allows for a more human connection, as customers can hear the tone and emotion in a representative's voice, which can be reassuring in times of frustration or confusion.
In addition, telephone support is often the preferred method of communication for more complex or urgent issues. While online chat or email may be convenient for simple questions or concerns, they may not be suitable for more complicated issues that require a more in-depth conversation.
According to a survey by Aspect, a customer experience management company, 67% of customers prefer to use the telephone for customer service, while only 22% prefer online chat and 11% prefer email. This preference for phone support is especially pronounced among older customers, with 78% of customers 55 and older saying they prefer to use the phone for customer service.
Despite the growing popularity of digital channels, telephone support remains a crucial part of the customer service experience. It enables personal, real-time communication and is often the preferred method for resolving complex or urgent issues. Companies that neglect phone support risk alienating a significant portion of their customer base.