In this excerpt from our Webinar, understand how to know when phone support is the best option for your customer, depending on their issue and query.
During the Webinar, Heidy from the Support Driven community asked:
" A big challenge I’m facing right now is knowing when to offer phone support or even zoom support vs detailed instructions or information by email? "
Check the response here:
- Mark Bangerter, Director of Support, ClickFunnels
- Alessandro Angioni, Business Account Manager & Analyst, Azimo
- Dave Dyson, Senior Customer Service Evangelist, Zendesk
Check the whole Webinar recording here
Join the support-phone slack channel from Support Driven today!
Next question is from Heidi:
“A big challenge I’m having is knowing when to offer phone support or even Zoom support versus detailed instructions or information by email. What if I offer voice support and people come asking a bunch of questions during the phone call? It’s going to take a really long time and tie my agents for a long time. So how to manage when to offer phone support and if you do if it takes a long time?”
Absolutely not all queries can be answered over the phone, but having this communication channel is not only about having a resolution straight away, but reassuring the customer. The agent can try to do the very best to answer the customer’s question and to solve the query. If this is not possible to do via a single call, there is always a possibility to follow up via email. However, usually, customers who speak with someone feel reassured that there’s someone on the other side that is going to find a resolution for a problem. If it’s not going to be straight away, in any way, there is a person who is taking care of that and that’s an added value for the customer. So in case, we’re not able to find a resolution for a customer right away, we follow up via email or we call back.
There are some calls that drag on, they may be one hour and a half, two hours long. But our CEO has two requirements for voice support: he wants people to be able to call in and he wants the issue to be resolved over one call. So these are our two rules. There are cases when we cannot resolve the issue – very few, but if we notice a bug and we’re with the customer for one hour and a half already, we need some time to fix the issue and then follow up once it’s done. It took me two hours most to solve the issue within my experience with the customers of Clickfunnels and I don’t really care about the handle time, because we want the resolution in that call, we’re prioritizing first call resolution over handle time, so more important thing is having a result.
There’s this kind of emotional component that voice support is really good at. Like giving reassurance, hand-holding someone through a process when they’re not confident, and voice support is better in these situations compared to email. On the other hand, it’s hard to share the URL to a Help Centre article over the phone. So a lot of times when I was doing voice support, I was trying to answer the specific question over the phone and ask for an email address to send a few links for deeper information, so the customer can learn more on their own after the call.
One thing that we found is that ultimately handle time is going to be the longest on email and also longer on chat, compared to voice support. Because the customer can step away for 15 minutes and you might be there waiting on a customer working on another chat and right when the customer comes back, they expect you to respond really quickly. So the chat can go on for the whole day. With the phone, you have customer’s attention, they have your attention and overall, even if the call goes long, it’s still shorter than any other interaction you’re going to have and it creates the best customer experience. That’s what it comes down to, is this creating a good customer experience.