Want to learn about your customers, fast? Try outbound phone support.

When a customer is on chat to figure something out, and it takes more than a few replies, I offer to call them. 100% of the customers respond positively, with them sending their phone number. I call them from my person mobile phone.

It is a delight to talk to customers on the phone. The pace in which you exchange information is probably 10x faster, than on chat. But you learn so much more. You can hear if they are hesitant, frustrated, confused, or happy. You can build a relationship, very fast. Have a short chat about “the industry”, or stuff that affects your/ their business. You can ask what they are working on and get some extra insights into why they need your help.

Follow-up questions come naturally. Most times, customers have a couple more questions, you can answer just as easily.

Reassure your customer you are always there for them, be it on chat or any other channel they prefer.

A couple tips

Never do something for a customer they can do themselves. If you have a self-service system, make them walk through the screens. Help them find the settings, explain what they are for, and have them click the save button.

Be patient. Sure, it is faster for you to do it, but if you take your time, your customer won't ever need to get hold of you again. Confirm you are on the same page. Repeat the steps if needed. Slow down, if they don't get. Don't be frustrated with them, you have to learn yourself how to explain things better.

Do not use a script. I hate scripts. I get it, big companies like to create a uniform experience, but it makes me cringe. Scripts for phone support, are the ticket numbers for email support.

Tell them they can contact you as often as they require. Nope, they won't call you 15 times. Because you make them click though your app, in the end, so they won't get dependent on you.

Do not interrupt, stop talking immediately when they interrupt you. If they want to go on a tangent, go with the flow.

If you want to go a step further, you can check if your help article in your help center reflects what you've told the customer.

How to end a conversation

End on a high note. Be positive, thank them for using your service.

Smile, but don't laugh. Just like you can hear their state of mind in their voice, they can hear yours.

Don't hang up immediately. Wait 2-3 seconds before you hit the red button, usually your customer ended the call before that. Why is this important? You extend the pace of the conversation. It is the same with a song or performance. The silence at the end is part of the experience.

180 outbound customer discovery

Now that you've talked to them, and helped them. This is the perfect setup, to avoid cold outreach. You can do a follow-up call. And ask for feedback on the next feature you are building.

What kind of impression does this leave on your customer? First you call them to fix their problem fast and personal. Next you ask your customer, their opinion on stuff you are working on. There is almost no easier way to make your customer feel special and appreciated.