People Prefer to Interact with a Real Person
In this day and time, it has happened to all of us. You have a problem or a situation which needs immediate attention. You need answers quickly. You make a phone call and instead of chatting with a live operator, you have no other choice but to leave a voicemail message. Unfortunately, not only can your issue not be resolved immediately, you have no idea if and when someone will hear your message.
Over the last several years, companies have searched for alternatives to voicemail. Some of these options include video tutorials and automated responses located on websites. Recently, chatbots have become popular and seem to be the top contender in responding to customers’ issues. While chatbots are building a head of steam among some companies, customers still prefer talking to a human to help them with their needs.
Consider these facts:
- 88% of customers said talking to a person is their preferred method of seeking customer service. (Source: GetApp Survey, 2017)
- 75% of customers believe it takes too long to reach a live person. This includes phone trees or automated systems. (Source: Harris Interactive)
- 72% of callers who reach an automated answer will hang up without leaving a message. (Source: Consumers Reports)
It’s obvious that customers and clients would rather chat with a real person when attempting to communicate their issues. One reason is immediacy. There are times when a customer doesn’t have time to waste. He or she has an issue or an emergency only you can solve. They need to chat with someone NOW, not hours later or the next day. People who do not have their needs met, especially in an emergency situation, can become impatient and upset. This can have far-reaching negative consequences for your business. You could lose them as a customer and if they are active on social media, they could post negative comments and reviews, which can cost you future clients or customers.
Another advantage of a live operator over a voicemail message is the personal touch of speaking to a concerned, professional representative of your company. Your current or potential customers are calling because they have a problem you can help solve. A good number of times, a sterile recorded message or a chatbot will not solve their immediate issue. A live customer service representative will listen to your caller and express interest and empathy. The personal touch will reinforce how your company values the customer and your commitment to unequaled customer service.
Confidentially is a concern as well. There are times when a customer or clients needs to convey confidential information and they don’t feel comfortable leaving a voicemail message or “conversing” with a chatbot. Callers want to speak to a live person they can trust to keep their sensitive information private.
The Legacy Connection is an award-winning full-service telecommunication company which partners with clients to seamlessly integrate business solutions 24 hours a day, 7 seven days a week. TLC designs communication strategies to meet every client’s need while enhancing customer experiences with live, professional personal attention rather than automated voicemail.
Give us a call at 800-250-5160 or contact us at tlc@callerconnection.com.
