The Power of Phone Support in Today’s Business Landscape
In today’s fast-paced business world, customer satisfaction plays a vital role in the growth and stability of any company, whether it’s a small startup or an established small business. Providing fast, compassionate, and top-notch customer service is not only a goal to strive for but also essential for boosting the bottom line. Research conducted by PwC reveals that four out of five individuals are willing to pay extra for exceptional service. Despite the abundance of digital communication channels, the phone remains a crucial tool for delivering strong customer support.
The Impact of Phone Support and the Role of Ruby
According to Matt Lurie, Senior Content Strategist at Ruby, the phone is often the most important communication channel for customers. It’s where people turn when they have immediate needs, are ready to take the next step, or want to verify a business’s legitimacy and trustworthiness. The experience provided over the phone can make or break a business. Ruby, a leading virtual receptionist service, understands the significance of phone support in building successful customer relationships. Their virtual receptionists offer support 24/7, ensuring that businesses can answer questions, schedule appointments, and foster strong customer connections.
Key Trends in Small Business Customer Service Calls
Investing in phone support can yield significant benefits for businesses. Based on insights from the 2023 Ruby Call Trends Report, which analysed over 62 million calls answered on behalf of small businesses, several emerging trends in customer communication have been identified:
Phone calls are generating more leads: Many customers research a company and its offerings before contacting them, resulting in more purposeful and focused phone conversations. The percentage of phone calls comprising leads has steadily increased across various industries, with an overall 9.6% increase between 2019 and 2022.
Impact of robocalls on customer support: Frequent robocalls have made people less likely to answer calls from unknown numbers, potentially leading to missed opportunities with genuine customers. Businesses need to address this issue to maximise phone calls as a valuable lead source.
Rise in frustrated customer calls: Frustrated callers are becoming more prevalent, indicating the importance of providing effective solutions and empathetic support. Despite the increase, frustrated callers still represent a small portion of overall calls.
Understanding Modern Customer Expectations for Phone Support
While convenience is a customer expectation, it goes beyond instantaneous responses from AI chatbots. Customers ultimately desire solutions to their specific problems, and often, they seek convenience in the form of real human interactions. Each caller is unique, with distinct needs, questions, communication preferences, and emotional states. Taking the time to listen, empathise, and address their concerns is crucial to creating a positive customer experience.
Strategies for Meeting Customer Expectations
To meet the expectations of today’s customers and enhance customer service, consider implementing the following strategies:
- Develop soft skills: Prompt responses, active listening, and genuine connections are vital for exceptional phone interactions. Business owners and team members can practise and develop these skills to deliver outstanding phone support.
- Proactively block robocalls: Robocalls cost businesses billions of dollars annually. Utilising solutions like Ruby’s virtual receptionist service can effectively block robocalls while ensuring that legitimate calls reach your business.
- Lead with empathy: Understand and acknowledge your customers’ perspectives and emotions without judgement. Prioritise finding solutions and moving conversations forward while addressing their needs. Offer further assistance, manage expectations, and suggest alternative options when an immediate resolution is not possible.
- Set boundaries with customers: Challenging customer interactions should not be taken personally. Remember that frustrations are often directed at the product or service, not at individuals. Practise patience, empathy, and establish boundaries to prioritize your own well-being.
Building Lasting Customer Relationships
To enhance customer experiences and foster lasting relationships, regular interaction is key. In today’s world of automation and self-service, human connection remains crucial. Providing the human touch where and when customers expect it naturally strengthens relationships and builds trust.
By mastering phone support, prioritising customer needs, and developing meaningful connections, businesses can elevate their customer service, drive growth, and cultivate loyalty among their customer base.
