Future Retirement Success
  • Politics
  • Business
  • Investing
  • Stocks
  • Politics
  • Business
  • Investing
  • Stocks

Future Retirement Success

Business

Customer service? Quick and clear communication with a trained professional wins

by November 30, 2023
November 30, 2023
Customer service? Quick and clear communication with a trained professional wins

Make sure you incorporate the following data into your 2024 plans …

Knowing how to deliver good customer service is essential for the ongoing success of your business. Salesforce research found that 80% of customers now consider the experience a company provides to be as important as its products and services, so the importance of getting this right for your business cannot be understated.

From phone calls and email to web chats and social media, it’s harder for businesses to know which channels to prioritise for customers. Now, new research from the leading technology-based provider of communications services across Europe, Gamma Communications, suggests that voice calls should be a priority for businesses despite the increasing number of digital communication options.

According to the new research, well over a third of Brits (38%) say direct phone calls are their preferred method of communication with businesses over other channels such as emails, web chats, social media and video calls. A further 69% of consumers are likely to contact via phone call first before trying other methods when seeking assistance from a business.

With the vast majority (91%) considering it important to be able to easily call a business customer service line when they need assistance, phone calls evidently have a significant impact on the customer experience. To further underscore this, 80% of consumers say they would continue shopping with an SME that offers superior customer service over the phone, suggesting an impact on customer loyalty as well.

Chris Wade, Chief Marketing and Product Officer at Gamma Communications commented on the findings:

‘When customers need support, it’s evident that businesses must understand exactly how their customers want to communicate.

Even in today’s increasingly digital world, human connection is vital.

Telephone calls have withstood the test of time for being one of the best ways to achieve that interpersonal bond.

All businesses can use this to harness the, sometimes underrated, value of telephone calls to offer quality customer service and retain customers.

Whether you’re a tradesman or a financial advisor, your voice has the power to yield customer loyalty.’

In the finance industry alone, evidence is clear on just how important customer support accessibility is to British consumers. The Financial Conduct Authority (FCA) reported finance firms had 1.8M open complaints (a 5% increase from 2022) in the first half of 2023 showing that customers will always, and increasingly, need business support. It’s how fast and easy they receive that support that leaves a lasting impression which can make or break a business’s reputation.

The research suggests the value of voice calls can be attributed to human connection. Almost half of Brits (46%) value phone calls because they feel better understood when communicating verbally. The same number (46%) find phone calls quicker and easier to use, while 45% believe that the support and customer service they receive over the phone is of higher quality in comparison to other contact methods.

Essentially though:

69% of Brits will contact a business via phone call first before trying other methods when seeking assistance
Direct phone calls are the preferred method of communication for well over a third (38%) of British consumers when seeking support from a business

These are facts that just can’t be ignored.

Similarly, the biggest frustrations Brits face when contacting customer support are automated responses or the inability to speak with a human (49%), being subjected to long hold times (47%) and having no phone number to call or the phone number being hard to find (31%).

Gamma Communication’s research shows the ability to voice call a business is a necessity for customers and this is also seen across the UK regions, upon further breakdown of the data:

More than half (52%) of customers in the East of England value phone calls with businesses as they feel better understood when speaking over the phone.
Nearly half of Yorkshire customers (48%) value phone calls as they believe they are more likely to get an issue resolved faster over the phone.
Nearly half of South Western customers (48%) value phone calls with businesses because it’s more personal than digital or automated messaging.

At a time in the year when plans are being made for the year ahead, it’s a good reminder to remember that customer retention often comes down to excellent forms of clear and consistent communication.

Read more:
Customer service? Quick and clear communication with a trained professional wins

0
FacebookTwitterGoogle +Pinterest
previous post
EU forms backup plan to lessen impact of 10% Brexit tariff on EVs
next post
Temporary Tax Extenders Are Still Bad Policy

You may also like

US threatens to double tax rates on UK...

April 6, 2025

Rachel Reeves reconsiders non-dom tax changes to halt...

June 18, 2025

Pre-loved children’s clothing marketplace, Cress, receives six-figure cash...

June 7, 2023

5 Business Grants in The UK To Make...

October 18, 2023

Sayed Abazar Wahedi: Bridging Tradition and Modernity through...

January 16, 2025

Toyota to leave UK if government bans hybrid...

August 2, 2022

Why More British Companies Should Explore Expansion into...

October 24, 2024

All Major Parties’ Tax Manifestos could lead to...

June 28, 2024

The Impact of Apple Pay on Traditional Banking

December 2, 2024

Housing market rebounds after budget as buyer demand...

November 15, 2024

    Get free access to all of the retirement secrets and income strategies from our experts! or Join The Exclusive Subscription Today And Get the Premium Articles Acess for Free

    By opting in you agree to receive emails from us and our affiliates. Your information is secure and your privacy is protected.

    Recent Posts

    • Britain’s fastest-growing firms revealed for 2025: Dfyne, Nala’s Baby and Hawkstone lead the charge

      June 29, 2025
    • Schumer to force Senate reading of Trump’s entire ‘big, beautiful bill’

      June 28, 2025
    • Rubio condemns Iran’s ‘unacceptable’ threats against IAEA director

      June 28, 2025
    • Key blue state Republican says Senate’s local tax write-off offer is a ‘good deal’

      June 28, 2025
    • Key GOP senator defects on crucial vote, imperiling Trump’s ‘big, beautiful bill’ in narrow majority

      June 28, 2025
    • Terror in Gaza: Hamas offers bounties to kill US and local aid workers, group says

      June 28, 2025

    Categories

    • Business (8,330)
    • Investing (2,081)
    • Politics (15,851)
    • Stocks (3,177)
    • About us
    • Privacy Policy
    • Terms & Conditions

    Disclaimer: futureretirementsuccess.com, its managers, its employees, and assigns (collectively “The Company”) do not make any guarantee or warranty about what is advertised above. Information provided by this website is for research purposes only and should not be considered as personalized financial advice. The Company is not affiliated with, nor does it receive compensation from, any specific security. The Company is not registered or licensed by any governing body in any jurisdiction to give investing advice or provide investment recommendation. Any investments recommended here should be taken into consideration only after consulting with your investment advisor and after reviewing the prospectus or financial statements of the company.

    Copyright © 2025 futureretirementsuccess.com | All Rights Reserved