What A Phone Call Can Deliver That Email Can’t (Part II)


In the last blog post, we took a close look at the effectiveness of a phone call versus email, and whether one has a faster resolution time than the other or delivers better customer service in the long run.

After examining both methods of communication, we determined that delivering top-notch customer service depends on how quickly the email or phone call is received and responded to, and how much back-and-forth is needed for complete resolution. In short, it’s not so much the messenger—a phone call or email—but how quickly the message is received and resolved.

By all means, email serves a valuable purpose in customer relations and conducting business. That said, there are some intangible aspects that phone call interactions can deliver that emails can’t, and certain scenarios that are much better handled over the phone.

When Phone Calls Are Called For

Phone calls have stood the test of time when it comes to customer service for one reason in particular—the power of a live personal connection with another human on the other end of the line. There are times when phone calls are not only more courteous than emails, but also more effective and efficient at conveying the desired sentiment to your customers, such as:

When An Apology Is In Order

Tone and inflection make the difference between a sincere apology and an insincere one, and email is a poor channel for delivering that. When an apology needs to be made, the intent behind the sentiment has much more impact when a person hears it in the other person’s voice. Picking up the phone to say something like, “I’m so sorry about the confusion with your order,” sinks deeper than the same words typed in an email.

For that matter, the same can be said for a heartfelt “Thank you.” In our world of instant email, text, or social media messages, the customer has an innate understanding that there’s more  value in receiving a phone call from a business when it comes to an apology or a word of appreciation.

When Conflict Resolution Is Needed

Without hearing someone’s voice tone and context, it’s easy to misread or misunderstand someone else’s statements through email because both parties can’t hear the feelings behind the words. In the case of a conflict, emails can fly back and forth and worsen the situation rather than resolve it.

If there’s a dispute, it’s quicker and easier to pick up the phone and convey to the customer that resolving the matter is important enough to talk about. Phone calls then allow for the verbal cues that convey empathy, support, and connection.

Making An Important Business Or Purchasing Decision

When a customer is considering investing in a new level of your product or service, talking it through with them on the phone is more likely to lead to them feeling confident about stepping their loyalty up a notch.

Knowing that someone in your company took the time to talk one-on-one and answer any and all questions gives customers confidence that they’ll be given the same consideration with each investment they make down the road.

Sure, emails, texts, and social media messages all have a place in today’s ever-widening sphere of customer communications. But it’s also important to recognize when these digital channels aren’t a substitute for a live conversation. A phone call will always send the message that your customer is a priority, rather than just another name in your email inbox.

The friendly virtual receptionists at Voice Link of Columbus, Inc. have the technology, time, and training to prioritize your customers’ phone calls, and are dedicated to responding to your customers as if they’re their own.

Voice Link of Columbus, Inc. has been providing exceptional customer service solutions for more than three decades. We offer month-to-month service agreements to meet your unique needs, with no hidden costs or fees. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.