One on one conversation is the key to developing any successful relationship. Despite the growth of online self-help services, 79% of customers still prefer to speak to customer service over a telephone.
Through calls, customers are able to get the information they need clearly and directly. If they have a complaint, they know they are being heard. If they have a question, they are able to ask follow-up questions if the answer is still unclear to them. Calling is a quick and effective way to reach and satisfy consumers. When businesses refuse to talk to their customers, it’s unappealing and shows a lack of care, which can drive them to turn to do business with competitors.
It’s not enough to just have a customer service option, however. The actual service quality must be good. After a poor customer service experience, 89% of customers are more likely to work with a different business. If there are long hold times, or the representative is unable to retrieve account information, customers can get upset which leads to a costly loss of business. It can be tricky to have good customer service, but with proper training and a clear understanding of how to deal with customers, it is definitely possible.52