In today’s business climate, providing online support is more important than ever. According to a recent survey, only 10% of customers prefer telephone support to online support. But 45% of companies that offer self-help to their customers achieve an increase in online support visits and a reduction in telephone inquiries.

At REGENERING, we always ask about troubleshooting: when was the last time you called Microsoft for a problem with Word or Excel, or on WhatsApp to learn how to do something? Well, that’s it…

Now, we shouldn’t go to the extreme of banning phone support altogether either. There are ways to reduce the volume of calls, but it is good corporate image to always leave the possibility of contacting by phone. It is part of ICT accessibility and inclusion.

The benefits of online support – Offering online support has many advantages including

  • Reduced costs – Offering online support can help reduce the overall costs associated with customer support. This is because online support is often much less expensive than telephone support.
  • Increased customer satisfaction: Customers are often more satisfied with online support than telephone support. This is because they can get answers to their questions more quickly and easily.
  • Improved customer loyalty: Customers who are satisfied with your company’s customer service are more likely to be loyal to your brand. Increased customer loyalty can lead to increased sales and profits.
  • Increased efficiency: Online support can help you resolve customer issues faster and more efficiently. This is because customers can often find answers to their own questions without having to wait for a customer service representative to become available.

Conclusion

Offering online support is a crucial part of doing business in today’s digital world. Not only does it cost less than traditional phone support, but it also leads to increased customer satisfaction and loyalty. If you don’t already offer online support, now is the time to start!