Warum sind Telefone essenziell für den Kundensupport?

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.

Der Kundendienst spielt eine wichtige Rolle für die Nutzererfahrung. Wenn Sie Ihren Kundendienst verbessern möchten, sollten Sie über die Vorteile einer telefonischen Kontaktmöglichkeit nachdenken. Unternehmen können Ihren Kundensupport über mehrere Kanäle anbieten, Telefone verfügen jedoch über mehrere Vorteile, wegen denen sie in vielen Situationen das bevorzugte Kontaktmittel darstellen. 

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.

Arten von Kundensupport-Kanälen

Unternehmen aller Größen können ihren Kundensupport auf viele verschiedene Arten anbieten. Für gewöhnlich kombinieren sie mehrere Lösungen, um den Erwartungen ihrer Kunden gerecht zu werden und sich bestmöglich um sie zu kümmern. 

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?

Telefon – 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 – anders als bei Telefonen läuft die Kommunikation hier verzögert ab. E-Mails sind eine eher unpersönliche Form des Supports, die nicht immer ein personalisiertes Benutzererlebnis bieten können. Manche Kunden bevorzugen aber dennoch diese Kontaktmöglichkeit, da sie gründlich über ihre Fragen nachdenken können. Mails sind eine praktische Lösung, wenn Dokumente oder Bilder übermittelt werden müssen.

Soziale Medien – es ist auch wichtig, die Nachrichten auf den sozialen Medien im Auge zu behalten, wenn Ihr Unternehmen einen Account hat und Sie diesen Ihren Kunden als Kontaktmöglichkeit anbieten. Jüngere Generationen sind es gewöhnt, über Profile in den sozialen Medien zu kommunizieren, sie sollten also immer auf diesen Supportkanal achten. Die sozialen Medien eignen sich außerdem sehr gut für kurze Q&A-Sitzungen.

Integrierter Chat – 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.

Wissensdatenbank oder FAQ – 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.

Vorteile von Telefonen für den Kundensupport

Ein persönlicheres Erlebnis für Ihre Kunden

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.

Schneller und einfacher antworten

Natürlich wartet fast niemand gerne, vor allem nicht mit einem Problem, das es zu lösen gilt. Da Telefone im Vergleich zu anderen Support-Kanälen die kürzeste Reaktionszeit haben, bieten sie die Möglichkeit eines sofortigen Kundendienstes. Dies ist vor allem in dringenden Fällen wichtig, wenn Kunden ein Problem haben, das so schnell wie möglich gelöst werden muss.

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.

Minimieren Sie die Wartezeit für Ihre Kunden

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.

Mit einer Funktion wie dem Rückruf haben Sie die Möglichkeit, nicht entgegengenommene Anrufe automatisch zu beantworten, sobald der passende Mitarbeiter verfügbar ist. So vermeiden Sie es, Anrufe Ihrer Kunden zu verpassen.

Anrufe können aufgezeichnet werden

Nicht-telefonischer Support kann nicht so einfach eingeschätzt werden. Wenn Sie Telefone für geschäftliche Zwecke nutzen, ist es einfacher, die Ergebnisse Ihrer Kundendienstinitiativen zu messen und zu bestimmen, welche davon am besten zu den Zielen Ihres Unternehmens passen. 

Anrufaufzeichnung 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

Wir leben in einer noch nie da gewesenen Zeit der schnellen Digitalisierung unserer Leben. Aber Telefone werden immer noch weithin genutzt und von vielen bevorzugt, sogar von jüngeren Personen. Telefone sind das beliebteste Kommunikationsgerät. Viele unserer Nutzer sehen das Telefon als beste Art und Weise an, um mit Unternehmen zu kommunizieren. Laut einer kürzlich durchgeführten Umfrage, 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.

Bieten Sie 24/7 Support für Notfälle, auch ohne 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.

Das Beste daran ist, dass die Supportmitarbeiter durch Ihr fortschrittliches Telefonsystem komplett flexibel sind. Sie sind also nicht die ganze Zeit an den Schreibtisch gekettet und können dennoch hochqualitativen Service bieten.

Telefone ermöglichen Ihnen effizientes Multitasking und eine Lösung für komplexe Probleme

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. 

Machen Sie Notizen oder zeichnen Sie die Unterhaltung auf, um Missverständnisse oder Fehlkommunikation in der Zukunft zu vermeiden. Mit Telefonen haben Sie mehr Kontrolle über Ihren Arbeitstag, weswegen Sie sich auf die Priorisierung von Aufgaben konzentrieren und gleichzeitig einen hervorragenden Kundensupport bieten können. Mit einem telefonischen Support können Sie Ihre Kunden nicht nur schnell erreichen, er ist auch die perfekte Lösung, um schnell die Probleme der Kunden zu lösen.

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.

Es gibt keinen anderen verfügbaren Kanal wie Telefone, weshalb sie für viele Unternehmen unersetzbar sind!

It can be done from anywhere, anytime

Wenn Sie ein weltweit agierendes Unternehmen leiten, ist es ein riesiger Vorteil Ihren Kunden aus verschiedenen Ländern Supportmitarbeiter bieten zu können, die ihre Sprache sprechen. Ein Mitarbeiter, der ihre Anfrage voll und ganz versteht und in ihrer Muttersprache mit ihnen kommunizieren kann, macht sie zuversichtlicher und zufriedener mit Ihrem Service.

Ihr modernes Cloud-Telefonsystem 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.  

Über Anrufe erhalten Sie direktes Feedback von Kunden

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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