Many companies are not providing enough energy and capital to phone services
San Francisco, CA -- (SBWIRE) -- 01/25/2013 -- All businesses should be aware of how important human-to-human connectivity is when it comes to a sales, HR, or customer service sector; however, still many companies opt to utilize phone-message services rather than living individuals to field calls. That is why CourteousCom.com provided an infograph to fully shed light on the tactic of human interaction.
The infographic first points out that customers prefer a telephone interaction over any other form. Face-to-face interaction with a business comes in at No. 2 on the list, while utilizing a company email or website contact form is number three. Only chat and text messaging round out the top five spots, with social services tying with text messaging.
Nowhere on the list does it show people prefer to be in contact with a message machine or automated system. The CourteousCom.com infographic states that 7-of-10 calls are being missed due to “money saving” automated systems. In the end, that can mean losing a significant amount of business, as 70% of possible potential clients are not leaving messages for the company.
Nearly half of purchases from varying customer types were imitated over the phone in 2012, while 70% of customer orders were made by way of telephone or mobile phone (according to the infographic. The infographic also points out that less than 10% of the marketing budget for the average company is allocated to handling customer calls, and with such a high mark for phone-based sales, there is clear need for improvement on those marks.
CourteousCom.com pointed out that 89% of customers who began to do business with a competitor, did so based on a bad experience with customer service. Meanwhile, 86% will openly pay more for proper customer service and support.
All of the numbers point to a need for better appreciation and understanding of what customers are lacking. And according to the site, that is clearly the customer service that is most preferred: telephone service.
CourteousCom provides information on services that help businesses in all facets of varying industries achieve the quality customer service that clients and patrons desire. Learn how the high-quality answering service of CourteousCom can help your business.
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