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The True Value of Providing Human Customer Support - PATLive - ContactCenterWorld.com Blog

The True Value of Providing Human Customer Support

Do you dread calling a customer service line? Unfortunately, that’s what many of us find ourselves doing when placing a call to a business where we know we won’t get through to a human being. And if we do reach a person, we have to repeat our stories a handful of times before reaching someone that can actually offer us a solution.

In this post, you will read about:

  • The true value of getting a human on the phone;
  • Three myths about live support debunked;
  • How to connect with a human at some of the largest companies in the world.

Your Customers Want to Talk to a Person

Omnichannel service is still on the rise. Your customers are reaching out from more channels than ever before: phone, email, social media, review sites and live chats.

Yet, the phone remains one of the most used channels for support. Why? Because your customers appreciate the human element of phone support.

So, why do businesses make it consistently difficult to reach a person to solve an issue? Let’s have a look at what consumers really want versus what is being provided to them.

  • Due to the adoption of mobile phones, calls made to businesses continue increasing and are expected to exceed 165 billion in 2020
  • 59% of people opted for phone support within the past 12 months.
  • 77% of customers would recommend a brand to a friend after having a single positive experience.

It’s completely clear that your customers desire to reach you on the phone. But how will you provide this support? Isn’t it expensive?

Let’s have a look at three common myths about providing support to your customers over the phone and why they aren’t true.

Three Common Myths About Live Support Debunked

If you’re still on the fence about the importance of your customers reaching a human on the phone, here are three common myths about live support that are totally false.

  1. “Building a support team / hiring a receptionist is expensive.”

    Okay. You got me there. It is expensive to hire and build a support team from scratch. It is expensive to hire a receptionist. However, you can get better support at a fraction of the cost by hiring a team of professional live receptionists.
    PATLive is much more affordable than having an in-house support team or receptionist, and the agents are trained to know your business.

  2.  “Email and social media are going to cut it. I can manage those myself.”

    Email is an inefficient way to reach support unless you have someone hired to man the inbox non-stop, and the same thing goes for social media. When you offer only these channels for support, your customers expect super speedy turnaround – within minutes in some cases.

    If you don’t have the manpower (or womanpower) to manage support issues efficiently through these channels, you will actually end up in a worse off. Phone support is much faster.

  3. “No one is calling after business hours.”

    Perhaps you’ve found that your customers aren’t leaving voicemails after business hours. That doesn’t mean they aren’t calling. Maybe they aren’t leaving you a voicemail; according to Forbes magazine, 80 percent of callers forgo leaving a voicemail out of fear it will never be heard.

    Using an after-hours answering service increases customer satisfaction by providing your customers with the human support they want. It also boosts business since human support reduces churn.

It’s time business owners rise and make a pact. Repeat after me: I solemnly swear to make it easy for my customers to contact a human being on the phone. Read on to learn which companies provide human support and how to reach them directly.

Connect With a Human at the Largest Companies in the World

Many companies are passing up human support in favor of support over email, live chat or social media, regardless of what their customers prefer. Check out this list of companies that provide human support to their customers and directions for reaching them right away.

Don’t see a company listed below? Check out the site GetHuman.

This list was originally published on PCMag.com and was written by Jordan Minor.

Cable Providers

Like wireless networks, having your account information for your cable provider ready will get you to a live contact sooner.

AT&T U-verse: Call 1-800-288-2020. Wait through all of the messages, and you’ll automatically be connected to live person.

Cablevision (Optimum): Call 1-866-218-3025. Pick your language, press 1 or 2 depending on whether you’re a subscriber or not, and wait to be connected.

Charter Communications: Call 1-866-472-2200 and keep pressing 0.

Comcast: Call 1-800-266-2278 and keep pressing #.

Cox Communications: Call 1-888-566-7751 and wait for an agent to pick up.

DirecTV: Call 1-888-777-2454. Say the word “Yes” and then keep saying “Operator.”

Dish Network: Call 1-800-333-3474. Press 1 and then keep pressing 0.

Time Warner Cable: Call 1-800-892-2253 and keep pressing 0.

Verizon FiOS: Call 1-888-553-1555 and keep pressing 0.

Manufacturers and Services

Acer: Call 1-800-571-2237, describe your problem, and wait.

Apple: For iPod/Mac, call 1-800-275-2237 and keep pressing 0. For iPhone/iPad, call 1-800-694-7466 and keep pressing #.

Asus: Call 1-510-739-3777 and keep pressing 0.

Belkin: Call 1-800-223-5546. Dial 2263, then press 1, then press 0 three times.

BlackBerry: Call 1-877-255-2377. Press 2 then 4.

Brother: Call 1-800-284-4329, press 7 or keep saying “Other.”

Canon USA: Call 1-800-828-4040 and press # twice.

Dell: Call 1-800-624-9896. Press 3 then say the word “Agent.”

DJI: Call 1-818-235-0789, press the number for your question topic, and wait.

Epson: Call 1-800-533-3731, press the numbers for your product type, and wait.

Gateway: Call 1-949-471-7000 and keep pressing zero.

Google: Call 1-855-836-3987, press the numbers for your product type, and wait.

Hewlett-Packard: Call 1-800-474-6836 and press 0 four times.

HTC: Call 1-866-449-8358, and you’ll be directly connected to be a live rep.

Hulu: Call 1-877-485-8411 and press 5.

Lenovo: 1-855-253-6686, and wait for an agent to pick up.

LG: Call 1-800-243-0000. Press 1 twice and then pick your product.

Logitech: Call 1-646-454-3200. Press 1 then 0 four times.

MakerBot: Call 1-347-334-6800 and press 3.

Microsoft: Call 1-800-642-7676 and keep pressing 0.

Motorola: Call 1-866-289-6686 and press # three times.

Netflix: Call 1-888-638-3549 and keep pressing 0 if you don’t get a live representative immediately.

Nikon: Call 1-800-645-6678. Press 1 then 4 then 1.

Nintendo: Call 1-800-255-3700 and keep pressing 0.

Nokia: Call 1-888-665-4228, wait, press 1, then 3.

Olympus: Call 1-888-553-4448 and press 1.

Panasonic: Call 1-800-211-7262 and keep saying the word “Customer.”

Philips: Call 1-888-744-5477 and keep pressing 0.

PlayStation: Call 1-800-345-7669 and keep pressing 0.

Razer: Call 1-888-697-2037, press the number for your question topic, and wait.

Samsung: Call 1-800-726-7864 and keep pressing 0.

Sony: Call 1-800-222-7669 and keep pressing 0.

Sharp: Call 1-800-237-4277. Pick your language, then press 1.

Swagway: Call 1-844-299-0625 and wait for an agent to pick up.

Toshiba: Call 1-800-457-7777. Pick your language, press 2 then 4.

Vizio: Call 1-888-849-4623 and press 2.

Xbox: Call 1-800-469-9269 and keep pressing 0.

Retailers

For the tech-savvy, many retailers offer help through email and online chat, and they will ask you to fill out the nature of your problem online before calling. But here are the numbers you should directly try regardless.

Amazon: Call 1-866-216-1072 and keep pressing 0.

Best Buy: Call 1-888-237-8289 or 1-888-BEST-BUY and keep pressing 0.

Costco: Call 1-800-955-2292 and keep pressing 0 (this one takes a while).

eBay: Call 1-866-540-3229, press # and describe your problem.

GameStop: Call 1-877-676-4263, press the number for your question topic, and wait.

Target: Call 1-800-440-0680, pick your language and keep pressing 0.

Valve: Call 1-425-889-9642, press 0, leave a message, and wait for someone to call you back.

Walmart: Call 1-800-925-6278. Press 2, then 1, then 1. Be careful, pressing 0 drops the call.

Wireless Networks

Wireless networks will typically want you to have your account or device information ready before being connected to a live representative.

AT&T: Call 1-800-331-0500 and keep pressing 0.

Boost: Call 1-888-266-7848. Press 5 then 2 then 4 then 0 then 2.

DirecTV: Call 1-888-777-2454. Say the word “Yes” and then keep saying “Operator.”

Dish Network: Call 1-888-284-7116. Press 1 and then keep pressing 0.

Metro PCS: Call 1-888-8METRO8 or 1-888-863-8768 and keep pressing #.

Sprint: Call 1-888-211-4727. Press 4 then 0.

Straight Talk: Call 1-877-430-2355. Press 1, then 4, then 4.

T-Mobile: Call 1-877-453-1304. Say the word “English,” then “representative.”

Time Warner Cable: Call 1-800-892-2253 and keep pressing 0.

Verizon: Call 1-800-922-0204. Press 0 then # four times then 0.

Virgin Mobile: Call 1-888-322-1122 and keep pressing 0.

Verizon FiOS: Call 1-888-553-1555 and keep pressing 0

Source: https://www.patlive.com/blog/value-human-customer-support/

Publish Date: August 27, 2019 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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