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June 20, 2019

Do Customers Really Prefer To Speak With You On The Phone?

People prefer speaking with other people. It’s just that simple. Yes, this is 2019. And yes, there are plenty of ways for us all to contact each other. Email, messaging apps, social media accounts and messages in a bottle (okay, maybe not that last one) are all very popular ways of keeping in touch. However, when it comes to customer service, absolutely nothing beats the live voice.

Yes, receiving customer service in person is likely touted as the best way to accomplish customer satisfaction. But, for most businesses across North America, that isn’t always possible. For businesses that have customers all over Canada and the United States, the phone is needed. And a live human voice on the other end of the line is imperative if you want to run a company that has happy customers.

You don’t have to take our word for it.

As Rimma Kats reports for, a March 2018 “survey of US internet users that examined how they interact with a brand’s customer support team found that many favour doing so via more traditional channels—especially when compared with social media. Indeed, 31.9% of respondents said they prefer to chat with a customer representative over the phone, while 29.1% selected email.”

BrightLocal also conducted a survey of 500 U.S. consumers, reports Michael Guta on “One of the questions was, how do you prefer to contact the business?” he explains, “More than half or 60% said they call the business over the phone followed by email with 16%, and 15% of people who visit the actual location of the business.”

Why is the phone so celebrated?

Firstly, it provides immediacy. We live in a world where most people are busy – too busy to wait in line to get what they want. It’s one of the reasons online shopping is so popular. And when it comes to customer service, anything other than “right away” is generally considered unacceptable. When you send an email, it’s possible that it may not be read and returned for a full 24 hour period. For many consumers, that’s too long to wait.

Getting a person on the phone today? That’s the way most customers would much prefer to have it. That way, they can engage in an actual dialogue. They have their questions answered and their concerns validated – all by a real human being and not some automated reply.

Your contact information needs to be up to date.

Please don’t underestimate the importance of the Contact page of your website. It’s imperative that the information contained on that page is correct and up to date. It’s vital that your phone number is displayed clearly. If it isn’t, you stand the chance of missing out on a lot of business. As we’ve been highlighting, your customers want to call you!

According to Guta, “consumers are less likely to use a business if contact information is out of date (50%), the information is poorly written (39%), and pricing information is also wrong.”

Please don’t hesitate to give MeloTel a call today at 1-888-MELOTEL and be sure to ask us about our Commercial Phone Services!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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