The age of digital transformation is here making multi and omnichannel communication both to and from business more key than ever. However, in this very digitalised world, the importance of a human voice or the human touch means that the telephone should still be kept as a central part of your business communication strategy. 

Consumers now have more options than ever to get in touch with businesses, from social media and self-service automation to chatbots. Despite all these options, there is still an important place for voice-based interactions with real people. 

In fact, a large number of customers are likely to be put off and to go elsewhere if they can’t speak to someone when they need to. If you’re aiming to improve customer experience, you need to make sure they can speak to you when they have something to say. 

A positive experience means you need to be able to handle sensitive emotions, empathise with your customers, and provide a meaningful response. Most customers will value speaking with a knowledgeable and friendly customer service agent, so focus on training to make sure the experience you offer is the best it can be. 

There are some cases where customers still prefer to use the phone to get help. These include needing technical support, wanting to make a complaint, discussing complex or financial subjects, or making a cancellation or appointment. Have a phone line available for customers to make these kind of calls.

You can read more about the importance of telephony in this infographic.


Infographic design by m247
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