The End of Phone Automation? 3 Reasons People Want to Talk to People

The End of Phone Automation? 3 Reasons People Want to Talk to People

No matter how many Tweets go out, Facebook statuses get posted, or websites get viewed, Technology.jpgcustomers still reach for the phone when they want to contact a company right away. But that isn’t just a guess, survey after survey have proven that speaking with a live operator on the phone is people’s preferred method of contact in a business setting. It was proven again in a new report issued jointly by the International Customer Management Institute (ICMI) and inContact.

The report had quite a few interesting takeaways, including:

  • 80% of consumers say companies put more effort into selling than they do providing excellent customer service
  • 86% of consumers are very likely to switch companies if they experience bad customer service
  • Only 3% of consumers prefer using social media to interact with a representative
  • 69% of consumers are willing to pay more for a product or service with a good customer service reputation

Clearly, your company needs to have a friendly, professional person answering your phone calls, each and every time. But with all of the modern technologies available, why do people still prefer to use the phone when contacting a company?

Find a Quicker Resolution

Sure, it’s possible to contact a company via their email or even send them a message on social media, but then the consumer must wait to hear back with a response. This waiting time can be very frustrating. Even if you are able to email someone back within the same business day, an already upset customer has gotten even more angry. It’s much better to speak with someone over the phone and get the situation resolved right away.

More Clearly State Their Problem

Some companies plan on implementing an automatic system for a customer to get their message across, instead of having a live operator handle the phones. But what happens when someone’s situation isn’t exactly described in the three options given? What number should they press? This may lead to more frustration and confusion, and an even unhappier customer.

Feel Valued

No matter why someone is calling your company, having their call answered right away, by a helpful person is the best way to make them feel like a valued customer. This way, even if someone is upset, you can turn the situation around and keep them as a repeat customer.

Speaking to a human as opposed to pushing buttons or leaving a voice-mail allows callers to more clearly articulate their issue. This almost always leads to a quicker resolution to their issue, enabling them to walk away from the conversation feeling satisfied that the reason for their call is being properly addressed

To learn more about the value of utilizing a telephone answering service, please download our free guide now.    

      Free: 10 Tips for Choosing A Telephone