Businesses must find new ways to exchange information and sustain their customer relationships.
A human touch, an emphasis on credibility, and communications options can help companies to overcome this call-avoidant behavior from customers.
Review this article to learn how legitimate organizations can increase the number of people who pick up their calls.
1. Ensure Company Data Presents Accurately on Caller ID
Customers are more likely to answer the phone when a company’s name appears in the caller ID.
Announcing your company helps customers to feel secure about picking up the phone, and so reduces the chance of your call being ignored or flagged as spam.
To verify your caller ID, update your caller ID settings via a voice over IP or a cloud phone system.
After the customer picks up the call, be quick to explain who you are and why you’re calling. This reinforces your company’s credibility and paves the way for a personalized and secure phone conversation.
Authenticity is key to a trustworthy phone call, meaning that businesses should avoid automated phone communications that turn off customers. If you’re struggling to keep up with phone communications without automation, you can consider enlisting the help of virtual assistants or other outside help.
2. Send a Text Before Calling
Sending a text message before calling can increase the likelihood that customers pick up a phone call.
The text can help ensure that customers know they’re being contacted by a reliable business.
For example, you could send a text to confirm an upcoming appointment or call. You can also prompt customers to call you back or reply to the text to confirm that they received your message.
This added layer of communication enhances the perceived security of the call process. Including a security code can further enhance the sense of privacy customers have when interacting via text.
Per a recent FCC ruling, text messages are protected from spammers. This makes them a reliable channel going forward for businesses to engage customers in conversation.
Be sure to enable your business phone number for texting, but also ask customers for permission to send them texts.
3. Exchange Personal Information on Alternate, Secure Channels
Customers may be more comfortable with sharing personal data via channels other than phone lines.
According to Clutch, nearly 80% of people say they are uncomfortable providing private personal information such as a credit card or social security number over the phone to any phone number.
Consider your customer’s preferences for communications and provide alternate channels accordingly, whether it be email communications from businesses, phone calls, physical mail, or text messages.
Customers want to hear from companies in a way that is both convenient and secure. Use your outreach to encourage a meaningful conversation that also demonstrates your business’s care and legitimacy.
4. Follow Up Via Email To Increase Legitimacy
Following up with customers helps your company to appear attentive and thoughtful.
It’s important to send a follow-up email for all transactions. Email receipts help customers track their charges, but they also help them remember their successful interactions with your brand.
Emails are an opportunity to stay connected while creating a personalized and authentic experience for customers.
Follow-up emails help you encourage customers to pick up your phone calls, as well as leave them with a positive and lasting impression.
Successful Cold Calling in the Age of Robocalls
Consumer trust in phone calls is failing, so businesses must take extra steps to encourage customer communications.
This means offering alternatives to phone calls, sending texts, and using caller ID. Use your communications to emphasize your company’s availability, security, and authenticity.
Riley Panko is Clutch’s marketing lead for the BPO segment. She researches and produces content that helps business buyers learn about and find top providers for their business services needs.