Since almost everyone owns a phone, phone calls rank among the most lucrative forms of communication. We use them for countless hours, not only to interact with one another but also to stay current on world events.
So, why not provide client support through this channel? Encouraging your IT help desk to offer phone support may offer more benefits than you imagine. Here are a few reasons to consider it:
1. Phone Calls Evoke Emotions
Phone calls introduce a human feel to your conversations. They help your help desk staff communicate feelings better than on other platforms. When using phone support, your staff members can use non-verbal cues to communicate better.
In addition, reading customers’ moods is easier on phone calls than emails or live chat. The staff can adjust their tone or choice of words accordingly. Since phone calls happen in real time, customers can get help right away. Even when they cannot get help immediately, they get a better understanding of what the staff is doing to resolve their concerns.
2. It Appeals to All Groups
Phone support is appropriate for all demographics. After all, almost everyone uses their phone every day. While social media and email are great options as well, they aren’t intergenerational. Most people consider social media a millennial thing. Emails, on the other hand, are more popular with gen X.
With phones, you don’t need to check who you are targeting. Anyone can benefit from phone support.
3. Speed
Customers hate waiting, especially when they need your help. Phone support is one of the surest ways to make sure they don’t wait too long. It has a shorter wait time than most support channels. On average, your customers will only wait three minutes.
Your customers’ time is precious, and you can turn it into profits if you are careful. A shorter wait time means your staff can help more customers. It improves user satisfaction as well.
4. Getting Feedback Is Easier
Phone support makes it easier to get feedback. You need it to keep expanding your business. Most customers admit to viewing brands that ask for feedback better than those that don’t. It’s even better when they act on it.
Getting feedback over the phone is much easier than other communication channels. The chances of getting feedback from an email survey are significantly lower than over the phone. In addition, you can easily ask follow-up questions or react to answers on the phone.
Setting Up a Phone System for your IT Help Desk
Gone are the days when your staff had to rely on landlines or cell phones. They spent hours activating and charging their phones. Setting up a functional phone system makes more sense.
Set up a business phone system with Voice over Internet Protocol (VoIP). It allows you to use your business number over an internet connection. This means you don’t need to get physical cables or phone lines.
Follow these steps to set up your phone system:
- Activate your business account
- Come up with a greeting for your voicemail
- Set up your working hours
- Allow integrations to streamline workflow
- Establish the outgoing caller ID
- Import the relevant business contacts to your VoIP solution
- Invite your staff members
- Use the auto-recording feature to make sure the system logs all calls
- Set up a phone menu
- Find other ways to streamline communication
In conclusion, offering customer support on the phone is a fantastic idea. It improves the quality of your customer service and can elevate user experience. The phone is a popular communication channel for all demographics. It comes in handy no matter who you are targeting. Even though technology is evolving fast, the love for phones has remained the same.
Instead of relying on landlines and cell phones, consider setting up a phone system. It will streamline your processes and save you time.
