Products
Industries
Company
Resources
As of March 2024 we have renamed Apexchat to Blazeo. We are excited to share the next part of our journey with our customers and partners.
The name ApexChat implies that we are primarily a chat company, which is no longer true. Now we have many offerings, such as call center services, AI, Appointment setting, SMS Enablement, Market Automation, and Sales acceleration (Q2 2024), that go beyond chat. The new name will not only allow us to convey the breadth of our offering but will also better convey our company’s mission and values.
Blazeo, which is derived from the word Blaze, evokes a sense of passion, speed, and energy. A “Blaze” is captivating, illuminates, and represents explosive growth. Blazeo encapsulates our mission to ignite such growth for our customers and partners by delivering innovation with passion, speed, and energy.
In today’s competitive market, customer experience drives business growth. The better your service, the more likely customers will return and recommend your business to others. While chat support has gained popularity for its efficiency, 24/7 voice support remains crucial for providing a seamless customer service experience. By combining both chat and voice services—available around the clock and consistently on-brand—you can significantly increase conversion rates and customer loyalty.
In this article, we’ll explore why 24/7, on-brand voice support is key to complementing chat services, how it improves customer satisfaction, and how it helps businesses boost conversion rates.
Omnichannel support has become the standard for delivering a consistent and high-quality customer experience. Today’s customers expect seamless interactions across all channels—whether through chat, voice, or email. Research shows that 86% of consumers anticipate smooth transitions between these channels. In fact, a study by the Aberdeen Group found that companies with strong omnichannel engagement retain 89% of their customers, compared to only 33% for those without.
While chat support is often favored for handling multiple requests efficiently, voice support remains indispensable for more personal and nuanced interactions. A live phone conversation can quickly resolve complex or sensitive issues that may take longer to address through chat alone.
In a global, fast-paced economy, customers expect support at any time. A business that only operates during standard office hours risks losing sales and frustrating customers. According to Zendesk, 79% of customers expect an immediate response when reaching out for support, no matter the time of day. Offering 24/7 voice support ensures that urgent queries are addressed quickly, increasing the likelihood of conversion.
For example, a potential customer browsing your website late at night may have a question about a product or service. If they can connect immediately to voice support, it could be the deciding factor between making a purchase or leaving the site. HubSpot research found that companies with fast response times are 21 times more likely to convert leads than those with slower responses. By providing voice support when customers need it most, you increase your chances of closing a sale.
While chatbots and automated messaging are great for routine inquiries, they can fall short in more complex situations. A survey by PwC found that 59% of consumers feel companies have lost the human touch by relying too heavily on automation. This is where voice support plays a critical role, offering personalized interactions that build customer trust and address complex issues.
Imagine a customer reaching out via chat with questions about a high-value purchase, such as a kitchen renovation or an expensive medical treatment. While a chatbot can provide basic information, the customer may prefer to speak directly with a knowledgeable agent for more detailed or personalized answers. By offering the option to switch to voice support, you create a frictionless, high-touch experience that can close the deal and enhance customer satisfaction.
With 24/7 availability, businesses can ensure seamless transitions between chat and voice, allowing customers to receive the support they need, in the format they prefer, at any time.
It’s not enough to simply offer voice support. Consistency in communication is key to maintaining your brand’s image. A luxury brand, for instance, must ensure its voice support reflects its high-end reputation. A generic, scripted response could undermine the brand’s credibility.
According to the Harvard Business Review, customers who had the best past experiences spend 140% more compared to those with poor experiences. Offering voice support that reflects your brand’s identity reinforces your company’s value and helps build long-term customer loyalty.
Still unsure whether voice support can truly impact conversion rates? Consider these powerful statistics:
Transitioning to 24/7 voice support may seem daunting, but it doesn’t have to be. Start by identifying peak times when customers are most likely to seek help outside of regular business hours. Outsourcing or leveraging a remote team can help you provide round-the-clock service without dramatically increasing costs.
To maintain consistency, invest in training programs that emphasize your company’s values, tone, and mission. Consider incorporating AI-driven voice systems to handle basic inquiries while reserving live agents for more complex or sensitive cases. By integrating voice support with your existing chat services, you create an omnichannel experience that maximizes customer satisfaction.
While chatbots and automated systems are efficient, they cannot fully replace live voice support. Customers still value the option to speak with a real person, especially for complex or urgent issues. By offering 24/7, on-brand voice support as a complement to chat services, you ensure that your business is always available to meet customer needs, no matter the time of day.
Combining chat and voice support helps businesses cater to a diverse range of customer preferences, build trust, and drive more conversions. In today’s competitive market, investing in comprehensive, always-on voice support is not just a nice-to-have—it’s a strategic necessity for growing your business and improving customer loyalty.
Live chat
Voice call centers
Appointment scheduling
Retainer signing
Home services
Lawyers and firms
Medical services
College admissions
Real estate agents
Marketing agencies
About
Partner program
Blog
FAQs