Why Face-to-Face Customer Service is Still Essential in 2022

by Tanya January 01, 2022

Whether you’re a small business or a global company, face-to-face customer service is essential for keeping your customers happy. Unlike online support, it gives your customers a personal touch. It allows you to learn about their concerns, and to resolve any problems quickly.

In addition, it is often the most efficient and effective way to handle customer interactions. But why is it still essential in 2022? Here is why you need it in your business.

Natural disruption

Face-to-face customer service is the ideal way to treat your customers. It allows you to build trust and rapport, which is vital in creating long-term relationships with them.

If you’re able to establish better relationships with customers, they may also be more likely to refer you and help spread the word about your business. In other words, this will lead to a natural and sustainable disruption of your business.

Customer satisfaction boosts profits

If you’re able to cultivate better relationships with your customers, they are more likely to be satisfied with their experience of buying from you. They are more likely to return as loyal customers when they are satisfied.

It will also allow them to spend more on your products or services. This, in turn, increases your profits. For this reason, it is essential for any small business owner or leader who would like to create a sustainable business model for themselves.

Better customer experience

When customers are satisfied with their experience, they’re more likely to recommend your product or services to others. Working with a customer success expert will help you improve your customer’s experience.

This is mainly by helping you identify and solve any problems that customers encounter so you can correct them and ensure your customers never have a bad experience again. It also means they may be more likely to refer you and spread the word about your business.

Long-term customer retention

There are many aspects of customer service that are vital for a brand or small business. They can lead to long-term customer retention and growth.

In most cases, it is easier to convert your customers when they are satisfied with the experience rather than when they are not. With satisfaction, your customers will form a stronger bond with you and continue in their patronage.

A strong brand name

A strong brand name plays a vital role in your business. You don’t want to be known for all the problems you have as customers may run away from your company. A good experience is the only way to build a brand name and make people want to sell to you, especially if they’re more likely to refer you and spread the word about your business.

Make the customer happy and satisfied with their purchase

It is crucial to know what your customers want because that will help you keep their needs in mind when building and designing your website, creating a marketing plan, or coming up with a list of products to sell.

You need to pay attention to what they want so that they feel happy about their purchase from you. This will create a strong brand name for you among your customers who will refer and spread the word about their experience with your company.

If you want to boost your chances of keeping your customers happy, you can invest in best-in-class self-service solutions for your website. A platform like Smart Tribune can help your website visitors get quicker answers to their questions and empower your customer support teams.

It cuts the cost

Like most other things in our lives, real-time video chats can be expensive at times. Most of these costs come from the utility bills of your business or your internet plan that include both the data and phone providers you choose to utilize live chat features on websites or mobile apps throughout the day and night.

Each one of these features is different, so each one of them must come with its own monthly plan cost if you wish to use it in addition to other features available on your business site or mobile app through CRM software packages. Not only that, but your company may also have to pay a monthly fee for the CRM software package you choose.

Varying standard quality in calls

Like many things on the internet, live streaming video calls vary widely in quality and user experience. This makes it difficult for you to understand what’s being said by the client on the other end of the line.

You may have problems comprehending their speech even if they speak clearly and slowly as per your standard operating procedures (SOP). In either case, it’s difficult for you to interact with them. With face-to-face interactions, every client gets listened to and acquire solutions for their problems.


Face-to-face customer service is often the best way to resolve customer queries and issues. Although your customers can access a live chat on your website or mobile app, you will still have to talk to them.

Moreover, it is difficult to see their screen or screen name. Unlike email and text, this method of communication is not reliable. As a result, you may miss important details from the customer experience. And that could lead to an unhappy customer.

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The first Millennial blogger in the UK. Twitter @_luckyattitude

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