This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else.
Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.
In fact, nearly two-thirds (65%) of potential customers want to reach brands by phone. Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. Consumers want to connect with your business. And we’re not only talking about phone calls;
