Customer Service Channel

Today, the use of information and communication technologies has transformed the process of customer services. Many companies have launched different kinds of social media and website tools aiming at offering instant access and response to the client inquiries.

Today, the use of information and communication technologies has transformed the process of customer services. Many companies have launched different kinds of social media and website tools aiming at offering instant access and response to the client inquiries. Despite all these efforts made by the firms and efforts put in the use of technology, many customers still prefer to use the old-fashion telephone-based service channel. This essay prepared by https://topwritingservice.com/ describes some of the reasons due to which clients like to get assistance from the real person over the telephone-based service channel.

Most of customers prefer getting response to their inquiries or complaints over telephone-based service channel because they are able to get a human touch over that. Very often, clients have complex and customized issues answers to which they are not able to find in the FAQs sections of websites. Similarly, they might need emotional assurance from the customer service agent that their problems would soon be resolved. Talking to a customer service agent over telephone provides clients with a feeling that they have helping hand or a companion who is actually interested in addressing their complaints. All this is absent in the online customer service environment where a customer has to involve in self-service. Therefore, using telephone-based service channel offers clients a higher level of satisfaction as compared to other technological means.

Customers also get advantage of instant response as a result of their phone calls to service agents. They do not need to wait for an email with reply or do not have to spend time searching for their relevant problem in the FAQ’s sections which are often not updated by websites. Research showed that customers were satisfied with the telephone-based customer service support because most of their complaints were immediately solved as a result of first phone call. The satisfaction level of clients with the telephone-based service can be indicated by the survey results where 50% of them indicated that they do not have a plan to start using any other means of customer service over the period of next 3 to 5 years.

On the one hand, in the telephone-based customer service support, the support agent generally introduces himself/herself at the beginning of the call which makes him/her accountable to solve the customer’s complaint or guiding him/her properly. In case the inquiry or complaint of the client is not solved, he/she is able to call back to the service center and can request talking to the same agent again. This way, the further assistance in future becomes easier and the customer can quickly get access to the agent whom he/she already had explained the issue in past. On the other hand, this identification of service agent is not generally possible in the email or live chat-based customer service environment.

This essay described some reasons due to which customers prefer telephone-based customer service in contrast to the online environments. Clients get a chance to speak to a real person which makes them feel that the organization has a real interest to listen to them and solve their issues, which leads them to having a higher level of satisfaction. Customers are able to get an immediate response through calling a customer service agent, and they do not need to wait for a response as is the case with online customer service environment. They also get to know the service agent with whom they can talk again if the complaint is not resolved, which is not possible in the online environments. In conclusion, telephone-based customer service support still makes customers happy even when there are numerous other channels available.


Olivia Maris

1 Blog posts

Comments