Excellent customer experience is paramount for a business to thrive. There’s no other way to clearly & quickly understand and resolve customer queries than through voice support.
When a customer is able to talk about their issues in real-time, they are more likely to feel ‘heard’ and trust your brand. Not just for the customer, but voice support is beneficial for your company as well. It lets you build a strong relationship with them, understand your customers, and provide a more personalized experience.
But it is not as easy as it seems. When it comes to calling for customer support, the psychology of customers is something very difficult to understand. Read further to know about it and improve your customer experience.
Why Do Customers Fear Calling Voice Support For Help?
When the customer reaches out to customer support, they are likely to be frustrated from the issue they are facing and are in search of a quick solution. They even have certain preconceived notions based on their previous interactions or experiences they have gone through or heard about. Your customer support team not just has to resolve the complex issues but also deal with the mindset of the customer and alleviate their frustration.
Customers tend to invest their valuable time when calling in for customer support. And if they are asked to wait or walk through a complex menu to reach out to your agent, it leads to a negative experience. Which further affects the relationship between your brand and the customer and builds the dislike for the customer support. According to a study, 32% of customers tend to leave their favourite brand after a poor experience.
Does Tone Of Voice Support Affect the Customer Experience?
From script to the voice tone and body language, everything affects the customer experience. But voice tone is a more critical aspect, a voice support agent must focus on.
Even if your customer support agents say the right things as given in the script, speaking in a boring, nervous, or monotone way while interacting upsets the customer. When following the right tone of voice, the customer feels ‘heard’. Which, in turn, benefits you in multiple ways. It improves brand loyalty, customer experience, satisfaction, retention and net promoter score.
Not just this, positive customer interactions boost the morale of your customer support agents and increase employee retention, which you might never think of.
Make Excellent Customer Support Your Competitive Advantage By Outsourcing It!
Be in terms of support process or way of interaction, customer experience needs to be done right. And when done right, it could be an asset, making you reach your potential, beat the competition, and achieve your goals.
To improve your customer service, you need to be in customers’ shoes to know about their experiences and psychology. Today, customers want round-the-clock customer support and are expected to be addressed on channels wherever they are present. But, it is quite challenging to handle customer queries & complaints in real-time and perform other business operations. And hiring new employees for it might not fit into the budget.
Don’t worry. Here’s when outsourcing customer or voice support services can help you. Outsourcing benefits you in multiple ways.
Helps in Building Long-Lasting Client Relationships
Outsourcing helps you develop long-lasting relationships with your customers. The experts perform necessary functions, like calling customers and informing them about new offers, products, and services. Which, in turn, will make customers feel that they are valued and will not think of switching to the competitors.
24×7 Customer Support
Be it day or night, customers can face issues at any time of the day. By outsourcing, you can be available for your customers 24×7, 365 days a year, which is what they want.
Saves You Money, Time & Efforts
Hiring and training employees to manage customer interactions is a costly and time-consuming process. But when you outsource, the professionals are skilled experts who can handle all the customer queries without you incurring any training, infrastructure costs, or overhead expenses.
Grow Your Business
Not just do the professionals answer customer queries and complaints, but they also help you get new clients and grow your business.
Wondering whom to outsource voice support services? FBSPL. We are highly proficient in handling customer queries and managing interactions. Since 2006, we have been providing top-notch customer support services to many industries.
We perform inbound-outbound calls, provide email support, conduct surveys, send follow-ups, and do so much more to improve your customer experience. Contact us today for exemplary voice support services!