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Studies show that more than 55% of automotive consumers would discontinue their association with a brand after just one negative experience. Therefore, it is crucial to focus on creating positive first impressions and facilitating personal connections between customer calls and text messages.

by Anthony Giagnacovo

In today’s digital age, where texting, emails, and instant messaging dominate our communication landscape, it is easy to assume that phone calls have become obsolete. However, this assumption couldn’t be further from the truth.

Phone calls and voice communication are crucial for businesses of all sizes to connect with employees, customers, and vendors. In this blog, we will explore four reasons why consumers prefer phone calls over all other channels and why businesses should prioritize providing exceptional phone call experiences.

The Impact of Exceptional Phone Call Experiences:

Ensuring that your employees provide an exceptional customer experience is paramount. By doing so, you can cultivate unwavering brand loyalty and maximize customer lifetime value. However, if your employees fail to deliver, you run the risk of increased churn, lower conversion rates, and a deteriorating online reputation.

Studies show that more than 55% of automotive consumers would discontinue their association with a brand after just one negative experience. Therefore, it is crucial to focus on creating positive first impressions and facilitating personal connections between customer calls and text messages.

The Willingness to Pay for Superior Buying Experiences:

Despite concerns about inflation, consumers are demonstrating their willingness to pay more for superior buying experiences. While cost remains a consideration, they expect the best possible customer service when making significant financial commitments.

For any dealership customer, a personalized communication strategy plays a pivotal role in establishing a connection and motivating high-stakes purchasing decisions. Phones, more than ever, are a key component to the comms strategy, which makes it critical to ensure they receive an exceptional phone experience with your dealership team.

The Economic Impact of Phone Calls:

Phone calls have a significant impact on consumer spending, with over $1 trillion in the US alone expected to be influenced by calls this year. Voice communication is projected to contribute $40 billion to the global economy next year. These figures demonstrate that consumer calls remain an integral part of the success of all businesses.

Recent surveys by RingCentral indicate that voice communication and related systems have not lost their value; in fact, their importance has only grown.

The Rise of “Call Commerce”:

The expansion of mobile formats that initiate voice calls to businesses has had a profound impact on generating and tracking high-intent phone leads. Verticals such as automotive and financial services heavily rely on phone calls as high-value lead sources. This trend has created an opportunity referred to as “call commerce,” where businesses harness the power of phone calls to drive sales and foster meaningful connections with customers.

Contrary to the assumption that phone calls have become obsolete in the digital age, they remain a vital channel for businesses to connect with customers effectively. Exceptional phone experiences can cultivate brand loyalty, maximize customer lifetime value, and drive revenue.

As consumers are willing to pay more for superior buying experiences, businesses must prioritize delivering outstanding customer service over the phone. With the economic impact of phone calls being substantial, it is evident that voice communication is far from being a thing of the past. Embracing “call commerce” and leveraging the power of phone calls will undoubtedly contribute to the success and growth of businesses in today’s competitive landscape.

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