Email and text seem to be go-to methods of communication these days, with many other trending social channels not far behind. Amidst this modernization, we are left wondering whether the act of picking up the phone and actually speaking to one another still holds value. In this article, we will discuss the importance of telephone communication and hopefully get you on the phone. Do you know that email that you just received? The one you have been trying to decipher and make sense of? Have you considered calling the sender?
With the digital transformation and the changes in human needs and behavior patterns, technology has become such a vital part of our lives. We find it difficult to envisage our day without our smartphones or the possibility of not having data and information at the touch of a button. We also all know and recognize how important communicating with customers is when we flip this to a business scene.
This may seem like restating the obvious, yet how rarely is the telephone so much as mentioned as a means to communicate? While it has previously been recognized as a fundamental means to communicate, it appears to be on the decline, and we want to dwell on the existence of this cultural layer because it is disappearing. It even extends to businesses that try to do everything they can to bypass picking up the phone. The reflex of answering which was built so deeply into people who grew up in the 20th-century telephonic culture is now gone.
It may be valid that the younger generations will have it a little difficult as they simply did not grow up in times where the phone was the absolute best way to get in touch with someone. Email, Slack, Microsoft Teams, Facebook, Instagram, Snapchat, Twitter, TikTok (the list goes on) all have a powerful ability to drive forward tasks, create records of information and allow for mass sharing. But they equally sap us of the richness of dynamic discussion and in-depth relationship building that the phone has so consistently delivered. Put this into a workplace context, and we start to see what we are leaving on the table. Plain and straightforward: phone calls make things happen.
Advantages of Telephone Communication
An efficient business telephone system streamlines excellent communication between the organization and its customers. The telephone provides for a faster interaction than email, is much more personal, and easy to use.
People remember a distinct voice, and they remember the unique way the person made them feel and helped them. It is likely they will want to speak to that person again the next time they have an issue. Or they may be so satisfied with the personal touch they were provided that they will not hesitate to give positive feedback to your business, or even better recommend you to someone else.
It is so important because on the phone creates that continuous dialogue, instant level of credibility, trust, and energy, it moves the process from getting leads to getting clients a lot quicker than it would if you are going through with that virtual communication which is typically where it initially begins. To transition from the virtual world into business, frequently, that phone dialogue is the one thing that is not only going to move it a lot quicker, but it’s going to make it a lot more effective as well.
Speaking over the phone is usually the absolute best option for issues like scheduling appointments, asking for deliverables, etc. and this can save hours of frustration.
It also goes without saying that complex problems are quick and straightforward to solve over phone calls. Where there is a problem – it’s always good to talk. It becomes much more comfortable for customers to explain their issues in detail, and this avoids long email threads. A single phone call can save hours of frustration and hours or days to resolve otherwise.
In a world where competition is tough, the relationships you have with your customers provides the competitive edge and creates loyalty.
Keeping ahead of your rivals means providing a better customer experience. Having the right tools in place can give your business that extra value.
Perhaps, in time, the business processes will have to adapt to a new generation of digital communication, but until then…. The next time you are about to hit send on an email or text, take a quick pause. Should you pick up the phone instead?
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