Why Voice Matters In Customer Support

04 March 2022

It's simple, your voice matters when it comes to customer support. In this age of technology, you'll notice a lot of customer support is managed via automated chat boxes or by asking customers to reach out through email. While this isn't necessarily the wrong way to engage with customers, there are better options out there that can help you retain customers and extract more value from them.

The focus of this article is to highlight the fact that customer support is crucial in running a successful business, and by going beyond text based solutions you'll position yourself as a leader in this area.

Imagine if while customers are on your website, you're able to see what they're doing in real-time. You notice someone struggling to make a decision or figuring out which product is best for them. Instead of them getting frustrated and leaving your website, you have the chance to speak to them in real-time. Not just with an AI chat bot (which most people hate), but with a real person to answer questions or guide them through the next steps on your site.

Speaking to customers in real-time while they're on your website increases the chance of them buying your product or signing up for your service. This is made possible thanks to Feederloop. We'll explain soon how Feederloop can help your business, but first, let's make sure you're aware of why it's vital to have a voice in customer support.

Reduce Time To Resolution

Time to resolution is an important customer service metric which measures the time from issue creation to resolution. Taken as an average across all support queries and all support agents, this quickly highlights how effective your support process is.

Some of the factors which impact this metric are:

  1. How long does it take a customer to explain their issue to you over text based support channels.
  2. Is there a lot of back and forth (emails, chats) just to understand the issue and then to help resolve it.
  3. Do your customer service agents have to send messages with questions like "Is it working now?".

These factors waste time and result in frustrated customers.

Allowing your customers to speak to you not only by text, but with their voice ensures that questions are understood and articulated quickly. Explaining and resolving an issue over the course of multiple emails spanning days can be done in a matter of minutes over a voice call.

Excellent Customer Service Represents Your Brand's Values

Without a customer service team, you have no way of getting in contact with your current and future customers. Customer retention is one of the most complex parts of owning a brand or business. With a customer service team, you have more control over the perception of what your brand represents.

Your customer service team should hold the responsibility of representing your brand when talking with customers. Excellent customer service is so crucial that 96% of people say customer service is important in their choice of loyalty to a brand.

Happy Customers Result In More Referrals

One of the big benefits of having an exceptional customer service voice is that happy customers will spread their experience to family, friends, and coworkers. In fact, 72% of customers will share a positive experience with six or more people.

It's a chain reaction - support teams who speak with customers results in happy customers, who will, in turn, spread their positive experience so you ultimately gain new loyal customers.

Giving your support team the tools they need to speak with customers and drive satisfaction is the key to not only gain new customers, but to keep them coming back.

Customers Willing To Pay More

Customer service is so essential to a business that 67% of customers would pay more to get a better customer service experience. It's a statistic that cannot be ignored.

Knowing this statistic should make you realize an emphasis on voice in customer service matters and that a fantastic experience can go a long way.

Grow Customer Lifetime Value

Customer lifetime value (CLV) is an important metric. It represents the total revenue you can expect from a single customer. When this value grows, it means that your customers are shopping more frequently or staying subscribed for longer.

Investing in customer service is a great way to improve the customer lifetime value. After all, that's what you're trying to do when running a business.

There are so many businesses and brands out there that are probably trying to sell the same thing you are. So, to beat the competitors with similar products and services, you'll need to provide stellar customer service to differentiate your company.

Great customer service allows you to build a life-long relationship with your customer.

Omni-Channel Solutions

The pandemic forced businesses to explore new, digital ways to engage and support customers. Before this unprecedented time, video calls and live chats weren't needed as much. However, Covid showed the world that these types of communication channels would become increasingly important.

This means that rather than having each channel like store, web, mobile, social, and phone operate independently, the channels will be linked together. Before, customers would have to navigate away to get help either by sending an email or calling your support desk. But now, they should receive help anytime they need it, without leaving your website.

Even if the world goes back to normal, customers will find this way of customer service communication valuable. So, it's here to stay, and your business should adopt it. Don't leave customers waiting, be there for them. Bring real-time voice, video and screen sharing into your customer support process.

Marketing Opportunities

Using your voice in customer service allows for a cost-effective way to invest in your business marketing strategies.

When customers know they can speak to you any time they need help, this builds an aspect of your brand. Ensuring your business is known for implementing modern, fast and easy to use support processes is a form of marketing which you can leverage.

Connect With Customers In Real-Time

Hopefully, you're convinced that customer service is crucial in running a business by this point. Both existing and potential customers need a way to contact you that is simple, fast and effective.

Relying on email results in increased support time and frustrated customers. Even text based chat widgets leave a lot to be desired in terms of clear and effective issue resolution.

Feederloop goes beyond typical text based customer service solutions by allowing anyone on your website to start a voice and video call with you instantly. Your customers don't need to download any software or leave your website, they simply start a call with you straight from their browser.

This is going to become the new standard in customer service. As a business owner, you should know just how important your voice is in customer support, and when we say voice, we mean your actual voice! No more long-awaited emails or chat boxes that don't give your customers the support they need.

Feederloop is here to help you surprise and delight your customers by providing a near in-person support experience.