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.
As Rimma Kats reports for eMarketer.com, 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 SmallBizTrends.com. “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.”
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.
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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“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“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"
“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"