Oct10

The Power of a Phone Call in Today's Digital World

The Power of a Phone Call in Today's Digital World

Using the power of the telephone when it comes to marketing a business or selling a product can seem outdated in today’s digital marketplace. Why is it, then, that so many consumers consider getting someone to talk to them on the phone the pinnacle of customer service success?

The phone, including the ubiquitous mobile phone, is a powerful tool that many marketers ignore. However, the truth is that happy customers are customers who, despite all the clamoring for convenience, still want to know that if they want to talk to someone, they can dial a number and do just that.

Using the power of the telephone when it comes to marketing a business or selling a product can seem outdated in today's digital marketplace. Why is it, then, that so many consumers consider getting someone to talk to them on the phone the pinnacle of customer service success?

The phone, including the ubiquitous mobile phone, is a powerful tool that many marketers ignore. However, the truth is that happy customers are customers who, despite all the clamoring for convenience, still want to know that if they want to talk to someone, they can dial a number and do just that.

The fact is, sometimes an email or a Facebook message isn't what a person wants or needs. Instead they want to know they have someone in their corner (and on the line) who can make things right right now! One strong testament to the power of the phone is the fact that ringless voicemail messages have a significant call back rate. Why? Because the prospect of actually talking to someone on the phone is so unexpected these days that it is hard for consumers to resist.

If you are leaving a voicemail for a prospect make sure and don't just direct them to your website for more information. Make it crystal clear that you welcome their phone call. You would be surprised to find out how many people will call you back.

Of course, you need to make sure that when a customer or prospect calls you back you are there for them. If you are just going to offer them a recorded message or your website address then it is better to not encourage them to call at all.  The best customer service means answering the phone. Making them press a series of buttons or respond to prompts is not going to cut it.

While there are several ways for you to brand your business or your product or service, nothing works better than talking to a customer one-on-one. The return on investment that comes with making sure there are live operators or salespeople on the line can be huge.

Finally, once you have a caller on the phone, make sure that you let that person know how much you appreciate the call. Whether or not you land a sale or gain a new customer, the care you took in dealing with callers will do wonders for your image. And when people are impressed with customer service, you can be sure they will spread the good word about your company.