In a world where scam calls run rampant and extended car warranties are plentiful, it may seem the phone call is becoming obsolete; fortunately for everyone – including businesses – the phone call isn’t dead.
(Nearly) Everyone has a Mobile Phone
In the United States alone, 97% of the population owns a cellphone, meaning there are roughly 300 million handsets in the US (not including people with more than one phone). Almost every person in the country is accessible instantaneously through phone calls or text. But due to the enormous problem of scam callers, robocalls, and other types of unwanted communications, the phone call can be a nuisance.
… and They Want a Better Phone Experience
Though the text message seems king, people surprisingly still want phone calls – but they want better ones. With the onslaught of unwanted scams and robocalls, people are conditioned not to answer the phone. No one wants to risk hearing about their car’s extended warranty or Direct TV offer again. Even legitimate companies have trouble getting people to answer the phone because we found 90% of people are uncomfortable answering an unidentified call. Through all of that, why is the phone call still so important?
Why Isn’t the Phone Call Dead?
It is hard to believe that in this day in age, people would feel so disconnected. But, sadly, it’s true. A recent survey found that after the beginning of the pandemic, 1 in 6 consumers admitted to calling customer service to hear a human voice. With quarantines and social distancing ensuing, 2 out of 5 people feel less connected to others now than before. Through a simple phone call, people are finding their connection again. Hearing someone’s voice on the other line opens a piece of society that we seem to have lost.
Text messaging would seem to be the easy answer to solve the problems of people not answering phones. Unfortunately, texts aren’t always good enough. When a person needs to have a long, complicated conversation, it’s more work to type everything out than it would be to pick up the phone. Have a complex question for customer service that doesn’t seem to fit any of their FAQs or troubleshooting? Explaining what your needs are over the phone is going to make the situation so much easier.
Human Connection in a Mobile World
Of course, it’s easy to text short messages when necessary, but nothing beats the phone call.
People want to hear the voices of their loved ones to feel more connected, and when it comes to business, receiving a phone call is a necessity. In fact, we found 75% of people want a phone call when they want to have a long conversation or a complicated question. Businesses need to contact us about essential services every day, and a phone call is the best way to go about it.
The Phone Call is Essential
People are waiting for calls from doctors about appointments or test results. Some are waiting for calls about furniture or food delivery. Customer Service lines got so long during the pandemic that they started initiating call-back services. Instead of staying on the phone for an hour, customer service reps call you back when it’s your turn. And don’t forget the calls from the plumber or lawn service telling you they’re on their way to your house. All of these are just examples of the critical types of phone calls people need.
Rejoice! The phone call isn’t dead and it isn’t going anywhere anytime soon. People crave connections too much to let the phone call slip away. It is the hub of human communication in our predominantly mobile world.
Brand Yourself: Connect at Every Step of the Buyer’s Journey
Businesses that are looking to connect with their customers should consider branding their phone calls. Whether the person is a new prospect or a loyal client, a branded call – identifying who is calling and the reason for the call – can help companies reach the right person at the right time. This can build better brand loyalty, increase engagement, and save money.
Download “Brand Yourself: Connect at Every Step of the Buyer’s Journey” today.