Yes, phone communication is still important. In fact, 92% of customer interactions are still phone-based, and customers frequently turn to a phone call first when they need customer service.
But what happens when you can’t get to the call?
The unfortunate answer is that you could potentially lose a customer, but it could even go deeper than that. Read on to learn more about why phone customer service matters and what you can do about it.
Just leave a message?
Many business owners are extremely busy, meaning you may not be able to answer the phone right away. You probably have a very nice automated answering service (complete with a soothing voice), but the fact is, many callers —particularly Millennials—aren’t going to leave a voice mail.
That means that when you don’t pick up the phone, there’s the potential that you may never hear from that customer again. In fact, 85% of people who don’t get an answer right away typically don’t call back.
A damaged reputation
Not answering a call will likely lead to a missed sales opportunity, but that problem can actually go deeper than that. How you handle your phone calls is an extension of your overall customer service, and missing calls can put your business on a fast track to a bad Google review and long-term damage to your reputation.
The unfortunate reality is that people are more likely to remember a bad experience and leave a review than they are to leave a positive review.
Competitors are out there. Don’t give customers a reason to look elsewhere.
The Frontline Strategy
The Frontline Strategy is an all-in-one marketing solution for nurturing leads and managing your existing customers. We can save you time and money by answering calls on your behalf, which will keep customers happy, and a happy customer can lead to referrals and positive online reviews.
Never miss a call again with the Frontline Strategy. Your caller can get a rapid response, feel heard and understood, and become a lifelong customer.