There’s been a steady dismissiveness of voice calls due to the abundance of communication solutions developed over the past few decades. But since the pandemic, there has been a renaissance of sorts when it comes to the value placed on phone calls. According to Accenture, 64 percent of consumers wish companies would respond faster to meet their changing needs. In comparison, 88 percent of executives think their customers are changing faster than their business can keep up. With options increasing, the “right” communication path for various situations has been lost, but the advantage of phone calls is becoming more evident. 

  

Why Phone Calls Are Important 

You can’t deny that the reassurance felt through a sympathetic friend or family member makes all the difference when going through something. When it’s a big enough problem, your gut says to connect on the phone or, in some cases, video. Hearing someone matters so much more because context is often lost through stiff text. You can more easily get someone’s full attention, which means they are better equipped to give the necessary responses. A report from Salesforce found that 75 percent of customers recommended a company based on excellent customer service. 

The same goes for interactions with companies. Of course, text chat or emails are warranted, and nothing’s lost. Still, when there is an issue or a misunderstanding, the voice adds a layer of personalization that reassures the customer, and that’s invaluable. Empathy for the win and advantage of phone calls!

  

The Advantage of Phone Calls: Personal Touch 

A personal touch is the secret sauce of customer interactions. There will always be a layer of professionalism when dealing with customers, but it will also bring in humanity. The simple, only not so simple, show of care will be memorable to a customer. Semrush says word-of-mouth is even more effective than paid ads, resulting in 5x more sales. By breaking down the wall of cynicism, a customer comes armed with displeasure you can redirect and defuse the situation more successfully. Don’t take this power lightly; embrace it. 

  

Real-Time Communication and Problem-Solving 

The quickest way to get an interaction moving in the right direction is by talking it through. You can disagree all you want, but you know it’s true and why the phrase, “Let me speak to your manager,” exists. The word speak is right there in the phrase because speaking is more likely to resolve the issues promptly. It’s now, in the moment, real-time communication that builds a meaningful relationship. 

  

Human Connection 

This human connection goes both ways, too. Recognizing and understanding a customer’s feelings are vitally important, but the empathy of the agent they’re speaking with is equally important. Emotion and empathy shouldn’t be hidden. They must be strategically used to connect and make a difference. Authentically connecting with a customer doesn’t need to be complicated, either. Put yourself in their shoes and validate their feelings. Sometimes, it’s good to throw the scripts out; the point is to be genuine. 

  

Customer Relationship Management 

The goal is to be authentic and connect with the customer. Every experience plays into the long-term success of the relationship. If you handle the current situation in a meaningful and memorable way, you will bank some goodwill with the customer for something that may not go their way in the future. You’re not gaming the system or manipulating anyone; your only plan is to treat people properly, and a bonus is a longer-lasting business relationship. Everyone’s a winner. 

  

Embrace the Power of Voice Calls with Statewide 

Be the voice people trust with the humanity they’ve been missing, and incorporate the advantage of phone calls into your strategy. Don’t leave anything to chance. Highlight your service, especially through phone calls. Here at Statewide, our customer service is built on what we’ve discussed in the article. We practice what we preach. Contact us today to hear the difference.