In the quest to enhance customer service, businesses weigh various communication channels, yet the human touch still prevails.
- Research from Gamma Communications reveals that SMEs highly value voice calls.
- A significant portion of consumers prefer direct phone calls for business communication.
- SMEs and consumers align on the importance of accessible customer service lines.
- Exceptional phone-based customer service is linked to business growth and loyalty.
In today’s digital age, businesses are continually evaluating the effectiveness of various channels, such as email, chatbots, and social media, in delivering quality customer service. However, research from Gamma Communications suggests that the simplicity of human to human interaction, particularly through voice calls, remains unparalleled. This human aspect is still highly valued among small to medium-sized enterprises (SMEs).
According to the survey, over one-third of SMEs regard voice calls as the preferred means of communication for their customers. Moreover, a substantial 87% of these businesses recognise the importance of human interaction in the customer experience they offer, with 51% deeming it very important. This perspective aligns with the preferences expressed by consumers, indicating a widespread appreciation for direct phone communication when engaging with businesses.
The alignment between SME leaders and consumers is further emphasised by the study, which finds that 87% of SME leaders consider it crucial to facilitate easy access to their customer service phone lines. Consumers reflect this sentiment, as over 90% believe it is important to quickly reach a business via phone.
Significantly, the research underscores the impact of superior phone service on business dynamics. A notable 84% of SME leaders agree that exceptional customer experiences over the phone contribute positively to business growth. This belief is echoed in consumer behaviour, where 80% indicate they would remain loyal to businesses offering outstanding phone-based customer service.
The benefits of human-centric communication extend beyond customer satisfaction. According to the survey, 43% of SMEs acknowledge enhanced internal communications due to voice calls, while 39% report improved interactions with suppliers. These elements not only foster operational efficiency but also enhance clarity in both internal and external collaborations.
Overall, the study highlights the significance of maintaining human touchpoints in customer service for business success and customer satisfaction.
