Personalizing It with Phone Conversations
The Internet provides several convenient ways to communicate, but the most personal and meaningful conversations still take place offline. While you can learn a lot about your customers by tracking their online habits, the only way to truly get to know their interests, opinions, and challenges is to talk to them. Speaking to a customer or a prospect on the phone reduces the chances of misinterpreting what they are really saying. Far from being old-fashioned, phone calls remain an integral part of the customer service experience. Phone Calls Can Teach You if You’re Willing to Learn In addition to being more personal, phone calls to businesses are still the most common way that people interact. According to a State of the Mobile Experience report from Invoca, three times as many people reported that they prefer to speak to someone at a business directly rather than complete an online form. Another report, this one from BIA/Kelsey, states that calls initiated from a mobile phone to...