Whether you operate in e-commerce, travel, or industrial sectors, customer service is one of the most critical units in any organization. Your customers and your organization will always need support.
Today, customer service is delivered through multiple channels, including phone, email, live chat, and social media.
Over 41% of customers prefer live chat when reaching out for support, and it has the highest satisfaction rate among customer service channels at 73%, compared to 61% for email and 44% for phone (source: sentiment.io).
An estimated 67% of consumers now use social media platforms such as X, Instagram, and Facebook to resolve their issues (source: socialmediatoday.com).
The High Cost of Phone Support
In many industries, phone support remains the most fundamental contact channel. Unfortunately, it is also typically the most expensive to maintain.
Phone-based support requires a live agent— ideally an experienced expert, who can solve the caller’s issue effectively. Unlike chat support, where a single agent can handle 4-6 conversations simultaneously, a phone agent can only assist one customer at a time.
One of the biggest challenges for customer service team leaders is finding multilingual experts. In practice, it is nearly impossible to recruit agents fluent in multiple languages, forcing organizations to hire numerous specialists just for their language skills. As a result, many agents may not always have enough cases to handle, even though they have the necessary expertise.
As a result, companies must maintain a large, highly skilled workforce that can only handle one case at a time, typically in no more than two languages. Due to these limitations, organizations often provide phone support for only a few hours daily. Keeping phone lines open during evenings or nights is too expensive.
The Slowness of Phone Support
As companies strive to reduce costs, they aim to operate customer service teams with the smallest workforce possible. This results in long wait times, especially in the Voice channel, with customers being put on hold for tens of minutes before reaching an available agent—who also needs to speak their language. Today’s consumers, especially younger generations, are not accustomed to waiting. They expect immediate answers.
The Solution to Expensive and Slow Phone Support
What if you had agents who could speak 80 languages? With this capability, you could manage with fewer agents, significantly reducing costs. You could also speed up response times by routing incoming calls to experts without language limitations.
It is now possible—without being tied to any specific customer service or phone system.
Contact Fluentic today to book a demo. We’ll show you how you can have real-time conversations in 80 languages.
Book a demo here.
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