Why Your Customers Still Prefer Calling You On The Phone

Submitted by Dan Faraldo in Customer Service, Industry News, MeloTel Features

In today’s technology-driven world, there is a multitude of ways for your customers to get in touch with you. Email, social media platforms, messaging apps, live chats etc. As long as you’re utilizing them all properly, they can be quite useful. It needs to be highlighted, however, that amidst all of these communication methods, there is one that has stood the test of time and has never truly gotten old – the telephone.

People like speaking with people.

No matter how convenient various new technologies and developments have made it to send and receive messages, nothing beats the live voice. This is why it’s so important for your company to have a strong over-the-phone customer service regimen set in place. Your business can have its reputation either made or broken by the ways in which your customers are treated over the phone.

“Customers still love talking to a real human being, and they still hate complicated automated menus that take forever to get through to the person they need,” writes Arina on Casengo.com, “Although calling is still popular on its own, surveys find that 50% of customers choose to call if none of the other communication methods brought the desired result. Which means that communication channels don’t stand alone; they complement each other.”

Real connections are made over the phone.

At MeloTel, we would never disparage the use of email or live chats. In fact, we highly recommend them. Our team happily services our customers via email as well as the Live Chat feature that can be found on our website. We know, however, that the majority of our customer service work is performed over the phone. In fact, we quite enjoy the conversations we have with our customers. They help to build real connections.

Our team doesn’t take these connections lightly. It’s important for us to give each and every client specialized service. We’ve gotten used to understanding the specific and unique needs of each of our customers. Getting to know their personalities also helps us to develop and offer ideal solutions to each customer concern. As Arina points out, customers generally call companies to have problems solved.

“Once they reach you, they expect you to know the history of all previous communications immediately, so make sure you have a powerful customer service platform,” she advises, “There are a lot of communication channels out there. Sure, you could just stick to your good old phone, but remember this will make you miss out on a big group of potential customers.”

Make your contact number highly visible.

As mentioned, utilizing email and other written forms of communication is still a good idea. However, it should never be lost on you that your phone number needs to be easy to find. Be sure to clearly display your number in all of your messages.

It’s also important, of course, to be readily available to answer your calls. At MeloTel, we know that most small business owners don’t just sit in their offices all day as their work can take them to a variety of different locations. This is where Single Number Reach comes in so handy. It enables you to forward your number to up to five different devices of your choice. That way, when the number is called, they all ring at the same time!

For more information about Single Number Reach, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!