{"id":8917,"date":"2020-05-29T08:33:02","date_gmt":"2020-05-29T12:33:02","guid":{"rendered":"https:\/\/carolinadigitalphone.com\/?p=8917"},"modified":"2024-09-27T14:26:05","modified_gmt":"2024-09-27T18:26:05","slug":"3-rs-of-phone-based-customer-support","status":"publish","type":"post","link":"https:\/\/carolinadigitalphone.com\/3-rs-of-phone-based-customer-support\/","title":{"rendered":"Is Your Business Delivering the 3 R\u2019s of HIGHLY PROFITABLE Phone-Based Customer Support?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8917\" class=\"elementor elementor-8917\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b9d3073 elementor-section-boxed elementor-section-height-default elementor-section-height-default parallax_section_no qode_elementor_container_no\" data-id=\"2b9d3073\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-490234af\" data-id=\"490234af\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e68f43b elementor-widget elementor-widget-text-editor\" data-id=\"2e68f43b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><img decoding=\"async\" class=\"wp-image-8919 size-medium alignright\" src=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp\" alt=\"letter r balloon\" width=\"114\" height=\"300\" srcset=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp 114w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-390x1024.webp 390w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-585x1536.webp 585w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-700x1839.webp 700w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430.webp 711w\" sizes=\"(max-width: 114px) 100vw, 114px\" \/>We all know that in recent years, an increasing number of customers \u2014 especially millennials \u2014 want text-based customers support, such as live web chat, email, mobile SMS, and online knowledge portals.<\/p>\n<h2><span style=\"color: #003366;\">Long Live the Phone<\/span><\/h2>\n<p>However, this doesn\u2019t mean that customers are anti-phone. On the contrary, research by customer feedback platform company <a href=\"https:\/\/www.prweb.com\/releases\/study_over_half_of_customers_prefer_speaking_with_human_customer_service_agents_via_phone\/prweb15892492.htm\">Usabilla<\/a> found that 55 percent of customers prefer speaking to a live agent or representative because doing so is faster, easier, and ultimately more beneficial; particularly if they have a complex challenge to solve or detailed questions to ask. What\u2019s more, a survey by CRM system leader Salesforce.com revealed that a whopping 92% of sales interactions (in whole or in part) still take place over the phone.<\/p>\n<p><img decoding=\"async\" class=\"wp-image-8919 size-medium alignleft\" src=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp\" alt=\"letter r balloon\" width=\"114\" height=\"300\" srcset=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp 114w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-390x1024.webp 390w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-585x1536.webp 585w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-700x1839.webp 700w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430.webp 711w\" sizes=\"(max-width: 114px) 100vw, 114px\" \/><\/p>\n<h2><span style=\"color: #003366;\">What Customers Want<\/span><\/h2>\n<p>Some companies are winning the phone-based customer support game, and others are losing. What separates the victors from the vanquished? It boils down to delivering the 3 R\u2019s of what customers want when they pick up the phone and call for help:<\/p>\n<ul>\n<li><strong>Reach:<\/strong> Research by analytics company ClickFox has found that the number one thing that customers hate is being \u201cbounced around\u201d from one person to another. They want to directly reach the individual, team or department that will take ownership of their issue.<\/li>\n<li><strong>Responsiveness:<\/strong> Research by HubSpot has found that 90 percent of customers rate an immediate response as important or very important when they have a customer service question.<\/li>\n<li><strong>Resolution:<\/strong> Research by CX platform company Ameyo has found that 67 percent of customer churn can be prevented if companies resolve issues the first time. Separate but related research by consulting firm SQM Group has found that every 1 percent improvement in first call resolution (FCR) increases customer satisfaction by 1 percent, and at the same time lowers operating costs by 1 percent.<\/li>\n<\/ul>\n<h2><span style=\"color: #003366;\">Delivering the Goods<\/span><\/h2>\n<p>If your business isn\u2019t checking all of these boxes with your phone-based customer support\u2014 reach, responsiveness and resolution \u2014 then you\u2019re leaving sales and profits on the table. In the long run, you may even be risking the very existence of your business. Research by American Express has found that 33 percent of customers will switch companies after just a single instance of bad service. On a much brighter note, the same research also found that 70 percent of customers will spend more money to do business with a company that delivers great customer service.<\/p>\n<h2><span style=\"color: #003366;\">How We Can Help<\/span><\/h2>\n<p>Our affordable, flexible and feature-rich cloud phone system is the smart and strategic way to take your phone-based customer support to a whole new level \u2014 and transform your current and future customers into loyal fans and inspired brand ambassadors. Specifically:<\/p>\n<p><img decoding=\"async\" class=\"wp-image-8919 size-medium alignright\" src=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp\" alt=\"letter r balloon\" width=\"114\" height=\"300\" srcset=\"https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-114x300.webp 114w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-390x1024.webp 390w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-585x1536.webp 585w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430-700x1839.webp 700w, https:\/\/carolinadigitalphone.com\/wp-content\/uploads\/2020\/05\/letter-r-balloon-e1590690009430.webp 711w\" sizes=\"(max-width: 114px) 100vw, 114px\" \/><\/p>\n<ul>\n<li><strong>Reach:<\/strong> Each member of your team \u2014 regardless of whether they work in the office\/store, at home, or anywhere else \u2014 will get their own unique phone number and extension, so that they can be easily reached on any phone (IP phone, web-based softphone, mobile phone, or landline). This is especially important when dealing with escalated customer support issues.<\/li>\n<li><strong>Responsiveness:<\/strong> You can easily configure hunt groups and ring groups to maximize the chances that incoming calls will be answered by a human being. You can also forward after hour\/weekend calls to a hosted contact center. Plus, your team will be able to pick-up voicemails through email, which greatly improves responsiveness.<\/li>\n<li><strong>Resolution:<\/strong> You can use interactive voice response (IVR) menus to help customers self-direct their call to the right individual, team, or department. This improves first call resolution, which benefits customers and cuts your labor costs.<\/li>\n<\/ul>\n<h2><span style=\"color: #003366;\">Learn More<\/span><\/h2>\n<p>To learn more about significantly improving your phone-based customer support \u2014 and boosting your sales, profits, and bottom line \u2014 contact us today and schedule your free live guided demo of our cloud phone system, which we will deliver over-the-web at a time that is convenient to you and your team. Call us at (336) 850-5400 or chat with us during business hours by clicking the chat icon on the lower-right of your screen. We are a local Greensboro, North Carolina-based business with over many <a href=\"https:\/\/carolinadigitalphone.com\/customer-reviews\/\">5-star reviews<\/a>!<\/p>\n\n<p>\u00a0<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In the world of customer support, some companies shine while others falter. The secret? The 3 R&#8217;s: Reach, Responsiveness, and Resolution.<\/p>\n<p>By prioritizing these elements, companies can enhance their phone support and stay ahead of the competition.<\/p>\n","protected":false},"author":5,"featured_media":8925,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17,226,194,114,164,246,363],"tags":[73,227,131,76],"class_list":["post-8917","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-business-growth","category-business-telephone","category-business-telephone-system","category-cloud-phone-system","category-cloud-based-telephone-system","category-customer-service","tag-cloud-telephone-system","tag-cloud-telephone-systems","tag-customer-support","tag-voip-features"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Is Your Business Delivering the Three R&#039;s of Customer Support?<\/title>\n<meta name=\"description\" content=\"Learn how the 3 R&#039;s of customer support elevate your phone-based service. 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