Why picking up the phone still matters: The value of voice for business communications

Note: This article originally appeared on the?Stratosphere Networks website.? ?

When you need to contact a company, what’s your preferred communication channel? Do you dial their customer service number or opt for an alternate method like web chat, texting, or email?? ?

In today’s world of omnichannel contact center solutions and AI-powered chatbots, texting, and social media, it might seem like phone calls are dying out. Research suggests that some younger consumers have developed a fear of the phone and feel more comfortable connecting via text or email, according to CBS News. ? ?

Meanwhile, generative AI tools have fueled a rise in smart chatbots, offering an alternative to dialing that customer service number. Taking AI-powered self-service over text and phone phobia into account, do people still want to connect with businesses over the phone anymore?? ?

The answer is yes. Phone calls are not dead. In fact, they still matter a great deal if you want to deliver the best possible customer experience (CX).??? ? ?

Here are a few reasons why picking up the phone is still a critical element of business communications and necessary for optimal customer service.? ?

1. Consumers of all ages still prefer phone calls when they need support for complex issues. ?

A 2023 survey by McKinsey & Co. found that people across generations will still call when they’ve already tried to resolve a problem via self-service methods and need additional assistance: 71 percent of Gen Z (ages 18 to 28) respondents, 81 percent of Millennials (29 to 43), 86 percent of Gen X (44 to 58), and 94 percent of Baby Boomers (59 and older) confirmed they would likely turn to live phone conversations.? ?

Similarly, a 2021 survey by a leading telecom provider found that over half of retail shoppers prefer picking up the phone if they have an urgent concern about an order. Additionally, 43 percent expressed a preference for speaking with a live person over the phone when addressing a shopping issue remotely. ? ?

While omnichannel certainly isn’t going anywhere, voice is still critical when customers have complex issues and want fast, personalized resolutions. ? ?

2. Phone calls humanize your brand.?

While artificial intelligence enhances customer experience by taking over routine tasks and offering more self-service options, many people still value human interaction and input. A 2023 study commissioned by the AI supplier Cogito found that 49 percent of consumers don’t enjoy utilizing chatbots because they either doubt the bots could comprehend their issues or because they’d rather speak to another human being. Giving your clients the option to call and hear a human voice on the other end of the line is a vital part of providing empathetic and personalized service. ? ?

3. Voice calls foster stronger relationships.?

If you want to nurture long-lasting relationships with your clients, talking on the phone can help you accomplish that objective. A study published in the Journal of Experimental Psychology in 2021 found that interactions between strangers involving voice-based media promoted stronger social bonds than conversations involving text. ? ?

Ultimately, hearing someone’s voice is a significant part of human connection. While texting, chatting online, and emailing can be convenient, talking on the phone is still a crucial part of relationship building.??

If you want to ensure that people answer when you call, our trusted technology advisors can help you explore branded caller identification solutions for your business. Eighty percent of Americans don’t typically answer if an unknown number calls their cell phone, according to the Pew Research Center. Additionally, 64 percent of consumers agree they’d switch brands in favor of a company that clearly identifies outbound calls, according to the leading telecom provider.? ? ?

If your company’s calls aren’t identified, it’s hard to connect with clients, leading to lost productivity, missed appointments and deliveries, and other issues. With a solution that brands your outbound calls with your organization’s name and logo, you can boost answer rates by as much as 80 percent. ? ?

We have a couple of leading branded caller ID solutions in our portfolio and can identify the top choice based on your needs and goals. Our partners also have options for customer outreach via SMS (on a one-to-one or one-to-many basis), outbound digital marketing, and distributing pre-recorded voicemails to numerous recipients simultaneously without ringing prospects’ phones.?????

Start now by calling 877-599-3999 or emailing?[email protected]. ? ?