For businesses, especially startups and small businesses, customer support can be a resource-draining challenge. Customers call you before and after their purchase, seeking clarity or assistance. These calls aren’t just time-consuming—a single 30-minute call can take an additional 15–30 minutes to refocus and get back to work.
In this article, we break down the most common reasons for such calls and share actionable tips to reduce them. By addressing the root causes, you can save time, improve efficiency, and focus on growing your business.
1. They Don’t Understand your product ➥
If people don’t understand your product, it’s not them it’s you. The problem often lies in your messaging.
Vague or overly broad messaging forces potential customers to hop on a call just to figure out what you’re selling. This happens when your product offering is too expansive. If you try to cater to everyone, you’ll lose clarity and fail to connect with those who need your solution for their specific problem.
Solution: narrow your focus and perfect your messaging. Make it clear what you do and who you do it for. Dont use the generic taglines and messags. Instead, craft messaging that directly answers your customers questions.
- What does this product do?
- How does it help me?
- Why is it the right fit for my needs?
When you nail this, you’ll eliminate confusion and make it easier for people to see the value of your product—no sales call required.
Solution: Create comprehensive public documentation that is easy to access and understand. This will help customers find answers quickly and reduce the need for support calls.
2. Pricing Transparency ➥
Pricing can often be confusing and frustrating for customers. Instead of making them book a call to discuss prices, be upfront and clear about your enterprise pricing.
Solution:
- Display your pricing prominently on your pricing page.
- Be transparent, no matter how large the number is.
If someone asks for a call to discuss pricing, you can simply direct them to your pricing page with a message like, “Our enterprise pricing is available here. Let me know if you have any questions.”
This approach saves time for both you and your customers, making the process smoother and more efficient.
3. Building Trust ➥
If a buyer doesn’t trust you, they won’t buy from you
Trust is crucial, especially for new businesses without many existing clients to show as proof.
How to Gain Trust?
- Be Transparent: Buyers may send you lengthy questionnaires or request calls to address their concerns. They might even want to visit. They just want to be sure they can trust you with their hard-earned money and that they will receive the product as promised.
- Provide Clear Information: Explain how your company ships the product, including lead times and other relevant details. Be straightforward and genuine, ensuring that everyone understands your process.
Don’t lose hope if someone doesn’t buy from you on the first day. Trust builds over time — the longer you exist, the more people will trust that you’ll continue to exist.
4. They Don’t Know How to Use It ➥
Whether your product is digital or physical, if it isn’t easy to use and your onboarding process is confusing, customers will feel the need to book a call just to figure things out.
Solution :
- Provide a clear “how-to” guide or online documentation.
