Article | 2 min read

Phone support do’s and don’ts

By Chelsea Larsson

Last updated July 14, 2022

Voice is still number one for customers because it provides immediate and personal support. But one bad call can make your customers hang up for good.

Read up on tips and tricks for providing better phone support.

Learn more about connecting with your customers on Advanced Voice by Zendesk

Give Customers Options

  • Do give customers options like phone trees (IVR)
  • Don’t make it complicated or hard to reach an agent
  • 75% of customers believe it takes too long to reach a live agent

Go off-script

  • Do encourage agents to have genuine conversations with customers
  • Don’t turn agents into robots by making them stick to scripted answers
  • 69% of customers believe their customer service experience improves when agents don’t sound like they’re reading from a script

Have account info handy

  • Do put customer account information at your agent’s fingertips
  • Don’t make your agents scramble to identify customers
  • 69% of customers dislike having to repeat account information on the same phone call

Keep transfers to a minimum

  • Do empower agents to field customer questions
  • Don’t make your customers talk to multiple people to solve their problems.
  • 63% of customers are frustrated when companies transfer their call multiple times

Aim for First Call Resolution

  • Do resolve customers’ issues fully the first time they call
  • Don’t focus on agents’ call duration alone
  • 86% of customers say that getting a satisfactory answer to their question equates to excellent customer service

Close the call with extra support

  • Do preemptively give customers instructions for handling related issues that may arise
  • Don’t hang up without anticipating and “forward-resolving” common issues
  • 62% of customers report having to repeatedly contact the company to resolve an issue as negatively impacting their phone support experiences