Pourquoi les téléphones sont-ils essentiels pour le support client ?

Why do most clients prefer phone-based contact, even in our digital era? And how choosing the phone as a primary communication channel with clients helps you maintain an excellent level of service due to its advantages. Read on to find the benefits of phone-based customer care.

Le service client joue un rôle important dans l'offre d'une meilleure expérience utilisateur. Si vous cherchez un moyen pour améliorer votre support, vous devez considérer les avantages du contact téléphonique. Les entreprises peuvent utiliser de nombreux canaux pour leur support client, mais les téléphones disposent de plusieurs avantages qui en font l'outil préférable dans beaucoup de situations. 

In the article below, we discuss why phone customer service is one of the best ways to increase the productivity and efficiency of your team. Why do most clients prefer phone-based contact, even in our digital era? And how choosing the phone as a primary communication channel with clients helps you maintain an excellent level of service due to its advantages.

Read on to learn the benefits of phone-based customer support and how to utilize / leverage phones to streamline customer care.

Types de canaux pour le support client

Il existe beaucoup d'autres canaux de support client que les entreprises de toutes tailles peuvent mettre en œuvre pour se rapprocher de leurs clients. Normalement, la plupart des organisations combinent plusieurs solutions afin d'atteindre et de dépasser les attentes de leurs clients et de répondre au mieux à leurs besoins. 

To provide better customer support, you should be aware of the preferred ways your clients choose to contact you.

Once you know their favorite communication channel, you can focus on mastering it. Thus your clients will enjoy excellent customer support provided by you via their favored communication tool. So, what customer support channels are available?

Téléphone – phones are a direct and immediate way to connect with the company. You can provide better support via a phone as it allows you to communicate in real time, which is more convenient for customers than sending e-mails or messages on social media platforms. With the help of phone-based support, companies retain their clients as it allows them to quickly resolve any issues that may arise after purchasing a product or a service.

E-mail – contrairement aux téléphones, c'est un canal où la communication se déroule avec un certain retard. Les courriels sont considérés comme une forme de soutien plutôt impersonnelle qui ne peut pas toujours vous offrir une expérience utilisateur personnalisée. Quelques clients, quand même, préfèrent cette forme de contact parce qu'ils peuvent réfléchir à fond à leurs questions et à la manière de mieux comment ils peuvent les structurer. C'est une solution pratique si vous avez besoin de joindre des documents ou des images au courriel pour illustrer votre problème.

Une plateforme des réseaux sociaux – il est important de garder un œil sur la boîte de réception si vous tenez un compte de médias sociaux et que vous vous attendez à ce que les clients vous contactent là. Les plus jeunes générations se sont habituées à communiquer avec des marques via leurs profils dans les réseaux sociaux alors vous devez toujours faire attention à ce canal de support. De plus, c'est idéal pour les sessions rapides de questions-réponses.

Le chat sur le site web – a rather new form of contact, the live chat offers a real-time conversation with your customers. Modern phones enable you to add the live chat option to your website, and it can be a separate web app or an integrated part of your business phone system. The live chat is great for quick questions when customers need instant answers about how long shipping takes, when they should receive their order, etc.

Un corpus de connaissances ou une foire aux questions – if you have gathered enough information on which topics are interesting to your clients, you can cluster it carefully and create a knowledge base or FAQ section of your website. This way, customers can learn about the product they are interested in before contacting you.

Still, phones are the go-to option when choosing a primary support solution for many businesses. Phones are preferable tools because they offer many benefits for your company and allow you to provide a better customer service experience. Let us explain why.

Les avantages des téléphones pour le support client

Fournit une expérience plus personnelle aux clients

Customers can get a better customer experience because phones allow the support agent to provide high-quality service. A phone call allows customers to talk directly with a representative from your company and share their concerns or questions. The conversation lets companies get immediate feedback on what is going well or where they need improvement. 

Phones allow you a more personal approach than any other communication channel, allowing you to connect directly with each client in real time.

That makes it easier for agents to establish rapport and trust while solving complicated problems faster! Additionally, phones enable businesses to communicate offline so that customers don’t have to wait until they’re available online again. The phone call brings emotions like understanding and empathy, making the conversation more human. Phone support allows your agents to read customer moods and use the appropriate voice tone to help them solve the issue.

Des réponses plus rapides et plus faciles

Naturellement, la plupart d'entre nous n'aiment pas attendre, surtout quand nous avons un problème qu'il faut résoudre rapidement. Comme les appels ont seulement besoin d'un petit temps de réponse par rapport à d'autres canaux de support, ils fournissent les moyens d'un service client instantané. C'est particulièrement important dans les cas d'urgence où les clients ont besoin d'une solution rapide pour leur problème.

Being able to contact your support agent within a few minutes already has a positive impact on customer satisfaction. Furthermore, if you use a cloud phone system for your business, you can benefit from advanced features like smart call routing. With its help, you can set rules for your inbound calls to be redirected according to the real-time status of your call agents and to be dispatched to the most qualified ones available to take the call.

Minimisez le temps d'attente pour vos clients

Some surveys show that average clients wait around 11 minutes to reach the right support agent via phone. It sounds too long, but it is faster than another widely used communication channel like email (for which you usually have to wait 24 hours). To be as helpful as possible to your clients, you’ll need a handy phone solution. Implementing a cloud phone system in your company gives you a solution to boost the phones’ capabilities, making them suitable for inbound and outbound calls. 

If you are limited in the number of call agents, your business phone system’s IVR (interactive voice response) feature can be really helpful. It navigates callers through multiple menus to reach the customer service representative they need. That way, their waiting time is “used” wisely, the whole calling experience is more interactive, and they succeed in contacting the person who can help them.

Une fonction comme le callback vous permet de renvoyer un appel non répondu dès que le représentant est disponible. De cette façon, vous ne laisserez aucun appel manqué de vos clients sans réponse.

Les appels peuvent être enregistrés

Le support non-téléphonique ne peut pas être évalué aussi facilement. Quand vous utilisez des téléphones dans votre entreprise, il est plus facile de mesurer les résultats de vos initiatives en matière de service à la clientèle et de déterminer lesquelles correspondent le mieux aux objectifs de votre entreprise. 

L'enregistrement de conversation allows you to monitor and improve your team’s calls. It’s a way to enhance the customer experience, reduce staff turnover, and make your employees more accountable. You know your clients better and adjust your support to meet their expectations.

It is not just the idea to have a record of the conversation as with written forms of support like email and instant messages, you also have proof of the communication style of your employees. Utilizing your phone system and its call recording feature helps you gain business insight into your clients’ thinking and needs. 

People use phones, and they are well-known to all

Nous nous trouvons dans une époque sans précédent de numérisation à grande vitesse de nos vies. Mais les téléphones sont encore largement utilisés et préférés par beaucoup de personnes, même par les jeunes. Le téléphone, c'est l'outil de communication le plus populaire. Un grand nombre de nos utilisateurs pense que les téléphones sont le meilleur moyen d'interagir avec votre entreprise. Selon une nouvelle enquête, almost 70% of customers choose to contact the company’s support via the phone. Even if someone has access to other devices like a computer or tablet – phones are still in their hands when it comes to calling another person or getting in touch with an organization.

Another key point is that phones are always with people. People keep phones in their pockets or bags and take them everywhere – if they go to work, travel abroad, or run errands. That means there is always a possibility of contacting your company via phone for help or support. Moreover, if you do not give them the option to reach you on the help center phone numbers, many clients will be disappointed that you may lose them as customers.

One of the top benefits of phones is that they are popular with all age groups. Regardless of your target audience – baby boomers, Gen X, Millennials, or Gen Z – each has and uses a phone, and it seems like the fastest channel to reach out to your business.

Support 24/7 en cas d'urgence, sans impliquer les chatbots

In case of an emergency, you want to be able to be reached immediately. Depending on your company’s communications needs, you may set up an emergency support line available 24/7. 

Some companies choose to automate the process and offer 24/7 support via chatbots, which is also a helpful support solution. But, if you want to go the extra mile for your clients, you should provide human call agents. They will be able to provide personalized help to customers with urgent requests. That increases the chances of the support agents resolving the issue and calming down the client. The end effect will be happy and loyal clients.

Le plus avantageux est que les agents disposent d'une flexibilité totale avec votre système téléphonique avancé, ils ne sont alors pas enchaînés au bureau toute la journée, mais ils peuvent néanmoins fournir un service de haute qualité.

Avec les téléphones vous faites efficacement plusieurs choses à la fois pour résoudre des problèmes complexes

Using phones has multiple benefits, making it preferable for companies that want to improve their customer experience and solve more complex issues quickly and effectively. They allow your business to engage with clients better, providing them with all the information they need in an easy-to-digest format. 

Vous pouvez prendre des notes et enregistrer la conversation afin d'éviter des malentendus ou de la mauvaise communication à l'avenir. Avec les téléphones vous avez plus de contrôle sur votre journée de travail ce qui vous laisse le temps de vous concentrer sur la hiérarchisation des tâches tout en continuant à fournir une excellente assistance à la clientèle. Les téléphones non seulement vous permettent de répondre rapidement aux clients, mais le support téléphonique est aussi la solution parfaite pour résoudre des problèmes compliqués des clients.

Often users prefer that communication channel instead of writing long emails or talking to AI-based chatbots. Some problems require the call agents to ask specific follow-up questions, and phones are the right tool for this purpose. To offer the best customer experience, companies usually embrace omnichannel support. After the initial phone conversation, you may ask your clients to send documents to your email if their problem requires it. Another possibility is to continue communicating via instant message to clear some details, for example.

Il n'existe aucun autre canal comme les téléphones, ce qui rend cet outil irremplaçable pour de nombreuses entreprises !

It can be done from anywhere, anytime

Si vous menez une entreprise internationale, vous devriez fournir des agents de support multilingues à vos clients de différent pays. Dans le meilleur des cas, ces agents sont des locuteurs natifs. Vos clients seront plus confiants et satisfaits avec le service quand ils peuvent parler à une personne qui peut comprendre leurs besoins et communiquer dans leur langue maternelle.

Votre système téléphonique cloud is the right solution as it allows you to hire global call agents who speak the local language without opening an office in different locations. Furthermore, some cloud telephony providers offer international numbers feature. With its help, you can acquire local phone numbers from more than 100 countries. For your clients from abroad, this means they can contact your support agents on their local number and their local tariffs or even for free.  

Les téléphones vous permettent d'obtenir instantanément des commentaires de vos clients

Feedback is very important for companies of all sizes. It helps them grow and encourages them to improve customer service, which has a long-term positive impact. Phone support is the right tool to obtain instant feedback from your clients. At the end of the phone conversation, the support agent can ask the callers to rate the service, share if the phone call was helpful, or make other recommendations. Thanks to acquiring first-hand feedback, you can understand the core reasons why customers have complaints.

For sure, customer surveys can be conducted by email. Although, they are more appropriate if you try to research topics like new product launches or changes in the services. Phone conversations provide you with instant, real-time feedback from your clients. That is why phones are considered more efficient than any other channel for customer support.

Whether you are an established company or a new startup, the modern business phone system has many advanced features that enable you to provide excellent customer support. There are many customer support channels, but phones have multiple benefits, making them a preferable tool for contacting companies and gaining information quickly and easily. 

Using phones as your primary support channel helps you to be more effective and efficient. The reasons why phones make an ideal customer care solution include the ability to offer more personalized interactions, to use your mobile device as an extension of your office so you can multitask while on call, to be reachable from anywhere and at any time (if necessary), as well as being able to forward calls without running back into the office or taking time away from other tasks. 

We hope we’ve given you enough information and why businesses should consider adding voice communication to their customer service channels. Contact us today to help you choose the best cloud phone system for your company!

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