previous icon Back to blog
Oct 04, 2022
3 minutes read

Why offering customer support by phone is essential

Who says Gen Z and millennials don’t like to pick up the phone and call? In many cases, the telephone is the preferred customer support contact method for 69% of consumers of all ages. At the same time, Google searches for “phone number customer service” have continued to increase steadily over the past five years.

Numbers like these show that telephone support is still an essential addition to any company’s customer support options today, right alongside email, chat, and social media. 

Below, we look at 6 reasons why voice support continues to rise in popularity, and why companies should always offer customers the option to call for help. 

1. Support for everyone

While most customers today use smartphones and have internet access, not all of them spend a lot of time online. Dialling a phone number is a universal contact method that people of all generations understand. Offering phone support shows your customers that you want them to be able to reach you in the way that is most comfortable for them. 

2. Resolving complex queries with less stress

Most consumers feel like it’s easier to speak to a real person when they have a complex query. When they are faced with a potentially confusing topic, they prefer to speak to someone and get straight to the bottom of it. One quick call can resolve the issue efficiently and keep the customer satisfied. 

3. Feeling like someone is listening

Customers love feeling a personal connection with the companies they buy from. Phone support gives them the interactivity and undivided attention of having a conversation with another person. Hearing a helpful human voice on the other end of the line makes the customer feel valued. 

4. A feeling of certainty

Self-service options like FAQs are a great way to empower your customers. Yet some consumers need extra validation to reassure them that they are making the right choice or following the right FAQ instructions. Over the phone, your customer support reps can quickly put those customers’ minds at ease. 

5. Tailor-made solutions

Customers crave personalised service. Standard support responses may not fully answer their questions. By speaking with a human agent on the phone, your customer can efficiently explain their situation and receive a response that is tailored precisely to meet their needs. With the right contact centre solution, you can even automatically direct the customer’s call to the right expert. 

6. Getting answers faster

Your customers’ time is precious. While email is an ideal channel for many queries, some customers need answers faster. A quick phone call to your support can instantly answer their question and let them get on with their day - while also leaving them with a much better impression of your company. 

Grow your business with optimal support

Making it easy for your customers to reach you is vital to growing your business. It builds trust and keeps your customers satisfied and coming back for more.

It’s important to be available to your customers through multiple channels, such as email, live chat, chatbot, social media, and phone. By creating an omnichannel customer support strategy - including telephone support - you meet the needs of all your customers.

The ideal solution is to combine all your support channels into a single tool like Mobile Service Cloud, the all-in-one customer service software solution from CM.com. This lets you seamlessly manage all customer interactions, while also gaining crucial data insights to improve the customer experience.

Discover what Mobile Service Cloud can mean for your contact center

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Related articles

customer service research about channels and phone
Jul 17, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

If you want to update your contact details, perhaps your address, at a particular company, you'll often send a message and wait for a reply. And you wait. And wait some more. You may feel annoyed. Or perhaps you'll try to get the job done via another channel. Annoying right? Have you considered your customers may face this situation when contacting your business? Or thought how easy it is for your customers to reach you via their preferred channel?

dutch-grand-prix-service
Jun 30, 2023 • CM.com

Seamless customer support at the Formula 1 Heineken Dutch Grand Prix

In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.

Generative AI chatGPT blog about new updates
Jun 22, 2023 • Conversational AI

CM.com's next steps into Generative AI: upcoming releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.

whatsapp-business-blog_image-tracking-order-updates
Jun 12, 2023 • WhatsApp

How to use WhatsApp for tracking and order updates

Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

whatsapp-business-girl-on-phone
May 29, 2023 • Mobile Service Cloud

Service enquiries from WhatsApp Business made simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

Sports customer service blog
May 22, 2023 • Mobile Service Cloud

A question of sport: delivering better customer experiences

Great customer service keeps fans wanting more, but how do you deal with the ebb and flow of customer contact in sports organisations?

Telco infographic blog calling lady customer journey
Feb 13, 2023 • Mobile Service Cloud

From seamless customer service to long-term loyalty: 10 retail stats you need to know

It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.

Airport
Feb 06, 2023 • Chatbots

How technology can help air travel build back better

The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.

eCommerce personalization sneakers
Jan 30, 2023 • Conversational Commerce

Personalisation in retail and eCommerce: there's more than 'Hi John'

Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.

Is this region a better fit for you?
Go
close icon