Offering phone support has many benefits for everyone concerned. It’s a win-win scenario that has all kinds of advantages. 

No wonder more and more companies are adding voice chat support as a core element in their customer service strategy. They have found that the advantages easily outweigh the extra cost and work required to add a phone support team.

Here are few good reasons why you may want to consider switching to voice chat work:

Phone support usually works in the same way as text chat systems. That means you already have most of the skills you need to succeed in this new area. Retraining will be minimal, and you will find that the software and way of working seem very familiar. 

The biggest single difference is that on the phone, you can only talk to one person at a time. That means no more struggling to keep up with multiple conversations, so voice chat does have significant benefits!

Another advantage is that you are more likely to be working with larger organizations or corporations. This opens up the possibility of enjoying big company benefits. You may be entitled to:

Although text chat works very well, there are good reasons why companies add phone support as an extra option. Perhaps surprisingly, the phone is still the most used method of contacting customer service. In fact, 80% of people say they prefer to get help over the phone.

Here are a few of the benefits of voice chat for customers:

There’s a clear advantage to simply having a phone number for customer support displayed on the company’s website. In one study, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly.

So the mere presence of a phone support service gives customers greater confidence in ordering. Trust is a big issue online, so this can make a big difference to sales. 

First Contact Resolution is an important metric in customer service. If an inquiry can be resolved in the first contact, the result is happier customers and less use of support resources.

When talking on the phone, it’s easier for customers to explain their problem. It’s also simpler for the agent to talk through the issue and find a resolution. This leads to more inquiries being closed in one call, which is good for everyone.

Studies show that 70% of customers would rather get a call-back than wait in a queue for service. So adding a phone callback option can improve customer satisfaction. 

This is particularly important at busy times, when people may have to wait longer than usual for service. Using the callback option may turn a frustrated customer into a happy one. 

Although text chat has many advantages, it will never quite match the person-to-person communication that a phone call offers. Having a real phone conversation means that the customer and the agent can interact in a more human way.

This allows the customer to express his or her feelings while also giving the agent a chance to show genuine empathy. This more natural form of communication can help to resolve difficult problems more easily. 

Voice chat offers a range of benefits for everyone involved, so it’s likely to be part of customer support for many years to come.