In an era where technology is quickly advancing, and many customers prefer to do business online, it begs the question: do customers still want to talk on the phone? While digital solutions have made customer interactions easier in many ways, conversations over the phone are still essential for a complete customer care experience. From building trust with potential leads to addressing service issues more personally, understanding how your organization can effectively use voice communication can create better results for companies and their customers. By integrating telephonic operations into existing workflows like Aircall and HubSpot, teams can benefit from improved collaboration that keeps members connected across channels. So join us as we explore why talking on the phone should remain part of your strategy for success in modern customer relations.
Why phone conversations still matter in the digital age
In the modern digital age, with access to all the information we need at our fingertips, customer preferences have changed and evolved. Today's customers have become more savvy and discerning in the way that they make purchasing decisions. With more information than ever, customers can research products, compare prices, and read reviews before buying. They may also turn to social media for advice or feedback from peers who have already tried a product or service.
Even though technology has provided us with many new customer interaction methods, phone conversations remain a powerful way for businesses to reach customers. Not every customer will prefer text messages or emails over a live chat. Talking on the phone still allows customers to receive personal customer service, where they can talk and ask questions directly, leading to a better customer experience overall.
For many customers, having an actual conversation on the phone is still appreciated and valued - making it essential for marketing, service, and sales teams to understand and utilize this powerful customer interaction tool. Moreover, phone conversations offer customers a more immediate response from the company, which helps to build trust and customer loyalty. And in turn, increased customer loyalty will lead to more sales and revenue for the business.
The benefits of talking on the phone vs. other communication methods
It's becoming increasingly clear that, despite emerging communication technologies, talking with customers on the phone is still a substantial value. Many businesses are trying to avoid having their employees talk on the phone because it is time-consuming and expensive. However, many benefits to having conversations with customers on the phone make it worth considering.
While emails and chat apps offer convenience and flexibility, they cannot truly connect with someone like traditional phone calls can. Talking face-to-face brings human connection, allowing businesses to understand their customers' needs. With a better understanding of the customer's problem, reps can address it more quickly while providing a higher level of service that can be difficult to achieve over text or email. According to a recent report from ServiceBell, 82% of buyers accept meetings with sellers who cold call.
By introducing Aircall and Hubspot into the customer service process, companies are beginning to see this firsthand. As digital communication continues to evolve, businesses must keep an eye on these fundamentals. Sometimes, a simple but powerful call is all it takes to make true customer service magic happen.
How to have effective phone conversations with customers
It's easy to forget in this digital age, but having strategy-driven phone conversations with customers is essential for marketing, service, and sales teams. Many modern companies overlook the value of having meaningful conversations with their customers, but it needs to be paid more attention to. Feeling heard and valued is essential to the customer experience, and quality phone conversations can help ensure that a company's customers feel their needs are being met.
With a little strategy, these conversations can be much more beneficial and meaningful than most anticipate. The key is to ensure clear communication that leads to better outcomes for the customer—whether it is answering their questions or selling more effectively. Clear communication can mean using simple language and avoiding technical jargon. It also means actively listening to the customer's needs so that reps can provide relevant and helpful solutions. This is easier to do on the phone than over chat or email because representatives can hear the customer's tone and ask questions more quickly. This is even important for doctors and nurses, who must rely on hearing their patient's symptoms to diagnose a condition.
Aircall and HubSpot offer incredible tools to help teams set up strategies for effective phone conversations with customers to drive better outcomes for them. Focusing on the technical aspects as well as on the personal ones can help businesses take their customer service to the next level. With these tools at their disposal, companies can better nurture relationships with their customers and build trust, which leads to a more positive customer experience.
Tips for using Aircall and HubSpot to make customer conversations easier
Making phone calls to customers is an integral part of business, but often it can be time-consuming, especially when there are a lot of back-and-forths. Customers may not have provided all the info, the rep on the phone may not have taken detailed notes, or the customer may not be able to find the right person.
Thankfully, Aircall and HubSpot have come to the rescue! Now, with Aircall and HubSpot CRM integration, talking on the phone with customers has never been easier. It will save you time, and you won't have to worry about switching between different systems or applications. Your team can answer calls while having the correct record in HubSpot automatically brought to their view. From there, reps can quickly provide customers with the necessary information, add notes, and track conversations.
All data from each call you receive or initiate will sync with your CRM automatically. Leverage Aircall and HubSpot's incredible reporting and analytics to get insights into your customer's preferences. You can also use it to measure the success of campaigns or customer satisfaction levels and analyze customer call trends. This fantastic combination of CRM and calling software has made managing customer conversations much easier!
How can teams measure their success when it comes to customer phone calls?
Measuring success when it comes to customer phone calls can be a tricky process. What metrics are you focusing on? Should the call only be a certain length of time? Should calls about one subject be longer or shorter on average than calls about a different issue? Should you even care about metrics and focus solely on providing each customer with the highest level, the white-glove experience you can?
Ticket analytics provide a vital hint as to what kind of conversations sales, service, and marketing teams have, which can help them adjust their approach and make even better calls. Starting to collect data on how long calls last, what topics are discussed, and customer sentiment during the call (based on rating systems) can help teams make better decisions. You can develop your metrics by looking at the top-performing reps and attempting to replicate their processes and output.
By using ticket analytics to understand better what teammates focus on in their conversations with customers, teams can gain valuable insights that influence how they ultimately approach calls and subsequently measure their successes. Investing in Aircall and HubSpot is essential to use ticket analytics data effectively and create a successful customer-centered phone call approach that leads directly to team success. HubSpot's Service Analytics report provides insights into how your team is doing across all channels, which can help you get an overall picture of customer service performance. You may identify many chats about a complex topic that would ultimately be better served via phone. You may even recognize a common problem that can be solved by creating a simple knowledgebase page that you readily share with customers. The possibilities are endless.
What trends in customer service show us the importance of talking on the phone
In recent years, there has been a marked shift in customer service trends towards a more digitally-based engagement model. While it may seem like talking on the phone is no longer necessary, the data tells an entirely different story – one where having honest conversations with customers is as crucial as ever. A study conducted by PR Newswire found that 70% of callers prefer speaking to an agent on the phone. This shows that sales and marketing teams should consider using voice communication to ensure the best results when wanting to impact customers regarding service. Technologies such as Aircall and HubSpot provide excellent opportunities for teams to use this method of engaging with customers, guaranteeing successful interactions every time.
In conclusion
Phone conversations are still an essential part of customer service and sales. In today's digital world, it is sometimes tempting to communicate with customers using emails or other messaging platforms – but phone conversations still have many benefits that make them worth the effort. They provide an opportunity to build better relationships with customers, get an in-depth understanding of their needs, and close sales faster while solving any issues they may have. By combining HubSpot and Aircall, teams can streamline customer interactions on the phone and make sure conversations remain professional and efficient. Moreover, team members should measure how well they do regarding customer phone calls to adjust their approach. Finally, trends in customer service show us just how vital talking on the phone is for a successful sales experience. Ultimately, talking on the phone adds a level of personal interactivity that is difficult for any other platform to replace – so use these tips to get started with Aircall and HubSpot! If you want to learn more about how your business can use effective phone conversations with customers, talk with us today!
