In an era of rapidly evolving communication technologies, it’s easy to assume that traditional methods, such as voice communication, have become obsolete. Email, instant messaging, and video conferencing have undoubtedly transformed how businesses communicate. However, voice communication is still vital in today’s business landscape, particularly in customer experience. It’s clear that consumers prefer phone communication — 78% of consumers start and complete a transaction through multiple channels, with 59% preferring phone over digital channels. In this blog post, we’ll explore why voice remains essential in business communications and how it complements other channels to help create an exceptional customer experience.
Phone Calls Are More Personal
Voice communication fosters a sense of personal connection that is difficult to achieve through text-based interactions. The human voice carries a wealth of emotional cues and nuances that can help convey a message with clarity and empathy. As a result, voice calls can help build trust, rapport, and deeper relationships between your staff and customers. In the context of customer experience, these personal connections can significantly improve customer satisfaction, loyalty, and long-term business success.
Voice Allows for Immediate Feedback and Problem-Solving
Another advantage of voice communication is the immediacy of response, allowing for real-time feedback and problem-solving. A timely response is critical in customer support scenarios, where quick decisions or collaboration is necessary between team members to resolve a customer issue. In these situations, voice communication allows for an efficient exchange of ideas and information, reducing potential misunderstandings and ensuring that the customer receives the assistance they need promptly.
Using Voice Technology Reduces Miscommunication
While written communication has benefits, it is also prone to misinterpretation due to the lack of tone, intonation, and context. Voice communication helps minimize these risks by providing an opportunity for clarification and ensuring the message is received as intended. For customers, this can mean the difference between a positive experience and a frustrating one, as misunderstandings can lead to dissatisfaction and negative impressions of a company.
Voice Communication Is Efficient and Saves Time
Using voice communication can save time and increase productivity. A phone call can be far more efficient than exchanging multiple emails or instant messages. For customers, responding quickly to their concerns can translate into faster resolutions and a more satisfying experience. By using voice communication, businesses can save valuable time and resources, allowing them to focus on what matters most – providing exceptional customer experiences.
Voice Can Enable Better Customer Service and Support
Voice communication can help businesses provide higher-quality customer service and support. Customers who speak directly with a knowledgeable representative are more likely to feel valued and heard, and this personal touch can lead to greater trust and loyalty towards the company. Additionally, phone communication enables customer service agents to pick up on subtle cues, such as tone of voice and emotions, which can help them better understand and address the customer’s needs. The subtleties of voice communication contribute to more effective problem-solving and a more positive customer experience.
Using Voice Can Help You Close More Sales
Voice communication plays a crucial role in closing sales leads. When sales representatives engage in phone conversations with potential clients, they can address questions, clarify concerns, and build rapport. This direct, personal approach allows the sales representative to demonstrate their expertise, showcase the value of the product or service, and tailor their pitch to the specific needs and interests of the prospect. By using voice technology, sales teams can more effectively convey the unique selling points and benefits of their offering, which can lead to higher conversion rates and increased revenue.
While digital communication technologies have undoubtedly revolutionized how we communicate in business, it is essential to appreciate the value of voice communication, particularly in terms of customer experience and sales. By fostering personal connections, enabling real-time feedback, reducing miscommunication, saving time, providing better customer service, and effectively closing sales leads, phone communication remains an essential tool in the modern business landscape.
As businesses continue to adapt and grow in the digital age, it is crucial to recognize the importance of maintaining a balanced communication strategy that leverages the strengths of both traditional and emerging communication methods. By doing so, organizations can remain agile, efficient, and connected – all while delivering exceptional customer experiences that drive business success.
So, how can you ensure your teams have the tools they need to communicate through the channels your customers prefer?
Crexendo VIP has voice, messaging, contact center, and collaboration tools all in one cloud-based platform.
The Crexendo VIP cloud business communications platform lets your team connect with customers how they want, whether by phone, email, text, chat, or instant messaging. It also connects your service and support teams, enabling them to deliver a seamless, world-class customer experience. VIP’s dedicated mobile app allows your staff to deliver superior customer support from anywhere. And when your customers want to speak with a live person in real-time, VIP’s HD Voice will provide a conversation that’s uninterrupted and crystal clear.
So if you’re ready to up your customer experience game, give Crexendo VIP a test drive — schedule a free demo today.
