What User Experience Can Teach Us About Answering Phone Calls

What User Experience Can Teach Us About Answering Phone Calls

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People who develop websites and mobile apps need to give sufficient attention to user experience (UX). They need to always be cognizant about the experience users are likely to have when they encounter the website or mobile app in question. In our industry, we can learn a lot about answering phone calls by studying the UX concept.

The first thing to understand is that people calling in to a business are not users. They are customers. As long as we keep that in mind, the rest of the UX concept works well. The goal of any representative answering a business phone should be to guarantee that the caller has a positive experience.

Make the Experience Easy

One of the first things software developers learn about UX is that people like easy. Think about your own experiences. Do you enjoy using complicated mobile apps that require multiple taps just to find basic information? Do you enjoy websites that are so difficult to navigate that you often find yourself getting lost?

Let us apply the same thinking to answering phone calls. Imagine a property management company having to choose between an automated phone service and live representatives. A live answering service is a lot easier to interact with than an automated one. On top of that, knowledgeable representatives fielding calls, taking messages, and offering basic support make the experience even easier.

Keep Things Simple

Hand-in-hand with creating an easy experience is keeping things simple. Websites and mobile apps do not have to be loaded with endless features to appeal to customers. Likewise, your organization doesn’t need a complicated phone system to manage customer needs. The simplest system is nothing more than a knowledgeable representative picking up the phone, greeting the customer, and having a conversation.

If you are worried that a simple live answering service isn’t sophisticated enough for your organization, think again. Customers call your business because they have questions in need of answers or problems in need of solutions. They want simple answers and simple solutions. They neither need nor want unnecessary sophistication.

Guide Them Along the Journey

UX in the software realm is often designed to lead users along a specific journey. Whether the conclusion of that journey is making a sale, getting customers to sign up for a newsletter, or something else entirely, a good interface sticks with a user every step of the way. The user is never left feeling like they have been abandoned by the organization behind the site or app.

The same is true for answering calls. Oftentimes, business calls represent a journey that starts with a greeting and concludes with a problem being solved or a question being answered. Some journeys are longer than others; some are more complicated than others. Regardless, a knowledgeable and experienced representative can lead the customer along that journey to a successful conclusion.

Guess what a successful journey does? It creates a positive UX. Customers left feeling like the mission has been accomplished are satisfied with the call experience. They are likely to call again when they need additional help. That is what you are shooting for. You don’t want unsatisfied customers jumping ship and heading to the competition.

Serving Your Customers Over the Phone

We can wrap all of this up by suggesting that you serve your customers over the phone rather than just taking calls because you have to. If you concentrate on making incoming phone calls a positive user experience, customers will actually believe that you care about them and value their business. They will show their appreciation in kind.

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