May 9, 2024

Benefits of Offering Phone Customer Service

Industry: Nutraceuticals

Konscious Keto is a nutraceutical company that specializes in ketogenic supplements. They offer a range of products designed to help customers achieve their health and fitness goals. Konscious Keto is committed to providing high-quality products and excellent customer service to support their customers on their health journey.


Konscious Keto is one of our favorite clients. They do keto supplements, personalized coaching, and combine it with AI diet technology to create meal plans. We've been working together for a while now, and we have a lot of encouraging results to share with you. If we do say so ourselves, they're a great example of a company that's doing everything right when it comes to customer service. We wanted to create this study to share the story of how we helped them kickstart their customer service — and focus on phone support so we can happily expound on its virtues. If this sounds relevant to your business, read on!

Why Phone Support Matters

The value of phone support cannot be understated. This case study reveals how phone support continues to play a key role in business success, enhancing customer trust and satisfaction.

Fig. 1 Four clear benefits of offering phone support to your customers

Despite the rise of digital communication, phone support continues to play an essential role in customer service. Customers appreciate the availability of immediate assistance, and phone support is a great way to provide it. Phone support is a way to show that you care about your customers' concerns and are willing to put in the effort to address them. When done right, phone support can be a powerful tool for building trust and loyalty with your customers, which, in turn, can lead to all that good stuff in the image above: increased customer satisfaction, higher retention rates, and more sales.

By providing a toll free number on your website and in your brand communications, you're telling your customers that you're there for them, that you're willing to listen, and that you're committed to providing the best possible service. This can go a long way in building trust and loyalty with your customers, which can lead to increased customer satisfaction, higher retention rates, and larger revenues.

That is all well and good in theory, but how does it work in practice? Let's take a look at how Konscious Keto implemented phone support and the benefits they've seen as a result.

Konscious Keto's Phone Support Journey

Prior to working with Aventus, Konscious Keto did not offer phone support. They relied on email and chat support to handle customer inquiries. While these channels were effective for the most part, they were not always the best option for customers who needed immediate assistance or had complex issues that required a more personal touch. Konscious Keto recognized the need to offer a phone support option to provide more comprehensive customer service, so they reached out to Aventus for help.

We worked closely with Konscious Keto to develop a phone support strategy that aligned with their brand values and customer service goals. We helped them set up a dedicated phone line for customer inquiries, recruited and trained a dedicated support team on how to handle phone calls effectively, and implemented a call tracking system to monitor call volume and performance metrics. Let's take a closer look at some key steps involved in this initial setup.


For us, step 1 involves making sure you have a team of dedicated professionals who are passionate about helping customers. We have a rigorous recruitment process to ensure that we hire the best people for the job. We look for candidates who have excellent communication skills, a positive attitude, and a genuine desire to help others. We evaluate these key qualities during the initial intake process, which involves a series of interviews and written assessments to gauge candidates' suitability for the role. Brand fit is very important: we want to make sure the agents we propose to our clients are a good match for their brand and values.

Once we've found a group of candidates who meet our criteria, we'll send their profiles over for review. We want you to have the final say on who your team will ultimately include, but we'll make sure you have a great selection to choose from. In the case of Konscious Keto, we worked with them to identify the key qualities they were looking for in a phone support agent and tailored our recruitment process to find candidates who met those criteria.

A sample candidate profile we send out to clients.
Fig. 2 Our candidate profiles simplify the decision-making process by displaying only key information.

Sometimes this process can take a while, but we believe it's worth it to find the right people for the job. We want to make sure that the agents we hire are a good fit for your brand and values, and that they have the skills and experience necessary to provide excellent customer service. We also want to make sure that they are passionate about helping customers and are committed to delivering an extraordinary customer experience, just like we are.


Once we've recruited a team of agents we know have the right skills and attitude, we move on to the training phase. We have a comprehensive training program that covers everything from basic phone etiquette to advanced problem-solving techniques. We want to make sure that our agents are well-prepared to handle any situation that may arise, so we provide them with the tools and resources they need to succeed.

This component of our offering is one of our key differentiators. We want to make the process as easy as possible for you, so we take care of all the training and onboarding for you. We'll work with you to develop a training program that aligns with your brand values and customer service goals, and we'll make sure that your agents are well-prepared to handle any situation that may arise. We'll also provide ongoing support and coaching to help your agents continue to improve and grow in their roles.

We handle the heavy lifting of training and onboarding, allowing you to focus on what you do best. This commitment to preparation and continuous improvement sets our agents—and your brand—apart.

In the case of Konscious Keto, we developed a customized training program that covered everything from product knowledge to customer service best practices. Our training is structured in a Learning Management System (LMS) much like a university course, with modules, quizzes, and practical exercises to reinforce learning. This isn't something you or your team will have to worry about: while we definitely need your input to make sure the training material is in line with your brand values and policies, the actual creation of the training program and materials is all on us.


At this stage, your star team is ready to start taking calls. We'll work with you to set up a dedicated phone line for customer inquiries, and we'll provide you with all the tools and resources you need to monitor call volume and performance metrics. Although we've been discussing this process in a linear fashion, several things will be happening simultaneously. For example, while we're training your team, we'll also be setting up the phone line and call tracking system. We want to make sure that everything is in place and ready to go when your team is ready to start taking calls.

We structured Konscious Keto's support teams according to their campaign requirements. For them, sales and customer service were the main focus, so we set up the teams according to those priorities. Their phone service goes through an Interactive Voice Response (IVR) system that routes calls to the appropriate department based on the caller's needs. This system also allows us to look for the agent with the best fitting skills to handle the call and optimize customer experience metrics such as first call resolution and average handling time.

The results

The introduction of dedicated phone support at Konscious Keto has brought about impressive advancements across several key performance indicators. These improvements reflect not just our commitment to quality but also our focus on creating meaningful connections with our customers:

an icon representing the csat metric

Customer Satisfaction (CSAT)

Consistently scoring above our 4.25 stars target, with highs of up to 4.7 stars, shows the strong relationship we're building with our customers. This high level of satisfaction highlights the trust and loyalty we've fostered through responsive and empathetic service.

Quality Assurance (QA)

With an average score above 90%, we continuously surpass our quality goals. This excellent performance emphasizes our tea's commitment to delivering top-notch service in every interaction, ensuring professionalism and care are at the forefront.

Average Handling Time (AHT)

We've achieved a substantial reduction in our handling times, decreasing from an initial average of 7 minutes to just 5.39 minutes. This 23% decrease in AHT underscores our ability to efficiently resolve customer inquiries, enhancing overall satisfaction by ensuring quick and effective responses.

Abandonment Rate

Our goal was to reduce the frequency of abandoned calls, and we've seen remarkable success. Rates have dropped significantly, reaching as low as 0.16% against our target of 5%. This marks a tremendous step forward in ensuring our customers feel heard and valued every time they reach out.

KPI Pass Rate

Achieving periods of 100% KPI pass rate underscores our team's consistency in meeting and often exceeding established performance standards. It demonstrates our organizational capability to adhere to high service quality benchmarks reliably.


The success of Konscious Keto's phone support initiative is a testament to the power of personalized customer service. By offering phone support, Konscious Keto has been able to provide more comprehensive customer service and build stronger relationships with their customers. The results speak for themselves: increased customer satisfaction, higher retention rates, and more sales. We're proud to have been a part of their journey and look forward to continuing to support them as they grow and expand their business.

We hope this article has provided you with some insights into the challenges and opportunities that come with offering phone support to your customers. If you're considering implementing phone support for your business, we'd love to help you get started. Our team of experts can work with you to develop a customized phone support strategy that aligns with your brand values and customer service goals. We'll take care of all the heavy lifting, so you can focus on what you do best: running your business.

If you have any questions or would like to learn more about our services, feel free to get in touch. We're here to help you succeed!