So we have eliminated phone support in order to keep your lead costs down.
Why We Handle Client Service by Support System | |
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Problem with Using the Phone | How Email Solves |
People may mishear or misinterpret what they hear. | Email is a permanent documentation that can be referred to. There is no "but I was told that….." |
We needed 200% more labor in client services when we accepted calls, prior to 2012. | We eliminated phone support and did not have to raise prices |
Some people repeat themselves, talk and talk endlessly and convert what would be a 60-second email into a half-hour call | Saves time for all parties. |
Only audio, cannot demonstrate | With email, we can insert graphics and short movies to SHOW you how to address an issue |
Consumers need to be hand-held and coddled and so you need to use the phone a lot in YOUR business | We deal only with professionals in OUR business and professionals don't need emotionally-based contact |
You call us, get our voice mail, then we call you and get your voice mail, then you call us back and…. | Saves time for all parties and eliminates frustrating phone tag |
Both parties must be available at the same time | Emails can be sent 24/7 and parties do not need to connect at the same time |
People tend to be imprecise when speaking | Writing requires greater precision, specificity and clarity for all parties |
Typically, you contact customer service at a company and you speak to some low-level person who is either not trained or cannot assist you | By using email and reducing the staff we need, you are served by very well-trained people |
The phone was invented in 1860. After 150 years, there are MUCH better ways to communicate | Email and texting are far more efficient and that's why so many people use these modern ways of communicating |