How do your customers prefer to communicate?

In 2024, prospective customers tend to prefer a multi-channel communication approach, where businesses offer a range of communication options tailored to individual preferences. Here are the top methods that stand out:

1. Messaging Apps and Texting: Messaging-based communication is rapidly becoming the preferred method for many customers. Platforms like SMS, WhatsApp, and Facebook Messenger are favored because they provide convenience and allow for quick, real-time responses. Customers enjoy the flexibility of multitasking while they communicate, without being tethered to a phone call. Texting is especially popular for quick updates or questions about services and products.
2. Email: While not as immediate as texting, email is still a critical communication tool, particularly for sharing detailed information, contracts, or formal communication. It remains an essential part of B2B communication and is useful for documentation and archiving purposes.
3. Phone Calls: For more complex issues, prospective customers still value phone calls, particularly when a more personal touch is needed. Although its popularity has declined due to the rise of digital communication, 42% of customers still prefer phone calls for resolving customer service issues. It's particularly effective when building rapport or delivering detailed information that requires a back-and-forth conversation.
4. Self-Service and Automation: More and more customers prefer to handle simple queries through self-service portals and automated systems. Chatbots powered by AI are gaining acceptance as long as they provide immediate, personalized, and efficient responses.

This shift is driven by the growing need for instant, personalized communication that allows customers to avoid long hold times and get real-time answers to their queries. Although email remains important for formal and detailed communications, customers increasingly lean towards messaging platforms for their ease of use and speed.

Now for intial customer outreach:

In 2024, 69% of buyers report accepting at least one cold call from a provider, but the overall success rate of cold calls remains low. Only about 2% of cold calls result in an appointment, which highlights the challenge of converting calls into meaningful sales opportunities. Furthermore, 59% of buyers prefer not to receive phone calls at all, favoring other communication methods like messaging.

If you are not aligning your communication with your customers you're missing most of your opportunities!