The last decade has seen an explosion in the use of digital communication tools. This has encouraged some analysts to conclude that phones will eventually lose their relevance in favour of web-based applications. However, you shouldn’t be so quick to change your company’s communication strategies in response to such statements. Phones are not going anywhere, […]
The last decade has seen an explosion in the use of digital communication tools. This has encouraged some analysts to conclude that phones will eventually lose their relevance in favour of web-based applications.
However, you shouldn’t be so quick to change your company’s communication strategies in response to such statements. Phones are not going anywhere, not now and certainly not anytime soon. These are just a few of the reasons why:
Mobile Devices Brings Convenience
Phones would have definitely lost their relevance if smartphone technology hadn’t advanced so rapidly. Any limitations that people associate with phone communication are only true for landlines.
Today, anyone can call your business line from any location. A whopping 73% of all people around the world own mobile phones and most own smartphones.
It is simply easier to make a phone call than to send an email, open a chatbox, or send a message over social media, etc.
While phone calls are a much easier means of communicating with customers, you can probably argue that help desks, social media, and online support systems will become far more convenient and cost-effective in the near future.
However, most of those tools are incapable of enabling verbal interactions between clients and customer support staff. The phone answering service industry is thriving because people want to talk with you and discuss their purchase or issue when they contact your business.
They have no interest in engaging automated systems, recorded messages, voicemail and the like. Phone calls permit them to explain themselves in vivid detail to a real person that can ask questions, provide immediate answers, and console them where necessary.
That inexplicable need to talk to a real person that most people have will continue to fuel the current interest in phone communication.
When people call a business, it gives the call agents fielding their call an opportunity to entice them into making additional purchases. Anyone that has ever encountered promotions and ads online knows just how easy it is to ignore them.
A real person talking to a curious client over the phone can do so much to turn a curious caller into a loyal customer. You cannot replicate this opportunity with a messaging system or a chat function. People are not as attentive as businesses would like unless your representatives are interacting directly with them.
Phone calls do a better job of collecting feedback from customers than any other digital mechanism you can think of. When you talk to a customer over the phone, you can garner insight into their experience with your product or service that cannot be captured by alternative communication options.
Phone conversations capture nuances and details that businesses can use to make changes to their offerings. As far as marketing is concerned, they are simply irreplaceable, especially when you pair them with a team of skilled call agents.
The relevance that phone calls still have in the eyes of customers is difficult to ignore. Most people are unwilling to even transact with companies that have no discernable phone contact information because of all the suspicions it raises.
Don’t be so quick to ditch phone communication in favour of more recent alternatives. Doing so could cost you more than you realise. If you’d like to sign up for our professional Call Answering Service, please give us a call today, free on 0800 357 678 or see our Contact Us page.