Your Customers Still Want a Human Interaction on the Phone

November 27, 2017

The internet has changed the way that many companies do business.

Customers no longer have to call businesses for every little thing, as they can order products, troubleshoot problems, and carry out many other tasks online as opposed to calling a business directly.

But that doesn’t mean that businesses should move away from encouraging customers to call them if they need help with something or just feel more comfortable speaking with someone about an order they are going to place.

The truth is that, for as advanced as the internet has become, human interaction is still a vital part of running a successful business.

A study done by Invoca showed that about 33 percent of all smartphone owners say they use their devices at least five times every day to call businesses, family, and friends.

By comparison, the same study showed that just 20 percent of people say they use their smartphones for emailing.

This illustrates how important it is for businesses to continue to use phone communications moving forward. While it might feel like people are moving away from calling companies, the opposite is actually true.

Many people still prefer to call a business as opposed to emailing them or filling out a form online when it comes to communicating with them.

There are many reasons for this.

One is that it’s still not super convenient to fill out longer forms or place orders using a smartphone or even a tablet.

People might be up for using an app to order a pizza, but if they have questions about an order they’re placing or if they just don’t have the time to sit and scroll through a long form on their small screen, they will more than likely opt to call a business instead.

There are also certain tasks that people just don’t feel comfortable doing online. For example, if they are applying for a mortgage, most people would much rather speak with an expert on the phone than click back and forth between web browsers.

It makes human interaction a necessity for many businesses.

Does your business currently offer people the opportunity to reach out to a human representative for assistance? If you aren’t happy with the options you’re providing now, let Vaspian show you some solutions for it.