Popular forms of communication
- email 50%,
- online form 28%,
- live chat 24%,
- SMS text 23%
- Whatsapp 21%
8 reasons consumers call a businessBelow are the top eight reasons for consumers to call a business, (taken from the survey according to customers contacting a business): 1. To schedule an appointment (37%) 2. To obtain info (34%) 3. To get a quick answer to a query (32%) 4. To book a service or buy a product (31%) 5. To get more details than a website could provide (29%) 6. To complain (27%) 7. To pay for a high-value item (26%) 8. To chase an order (23%) Joanna Swash continued “Phone calls are especially important for businesses that have complex products that need more explanation than a website can provide; sell very high-value products and services which have longer consideration cycles or respond to urgent and one-off requests such as law firms or plumbers.”
What calls ‘mean’ for businessesThe survey showed that calls are delivering new business, as 35% of businesses said that over half of the calls they receive in a month are new sales or enquiries. Businesses surveyed also reported an upward trend in calls that were new sales or enquiries, as 77% of businesses said they think calls for new sales or enquiries have increased compared with five years ago.
What sectors are getting the most business calls?Travel and transport companies reported the strongest increase in new sales calls over the last five years: 40% of these said sales calls had increased, followed by 31% of marketing companies and 29% of IT and Telecoms companies who reported a great increase.
What sectors are using the most modern methods of communication?Estate agents seem to be biggest users of Whatsapp, with 31% saying that Whatsapp is the most popular communication method with their customers, which was closely followed by travel and transport companies (27%) and automotive companies (25%). Financial Services companies involved in the survey reported their customers prefer live chat: 29% report it as their most popular communication method for customers, compared with just 12% of tradespeople such as plumbers, gardeners and electricians reporting live chat as most popular.
Phone calls: A customer/staff disconnect?With recent Ofcom figures* showing a general decline in mobile and landline calls, the Moneypenny survey showed that business calls have actually increased over the last 5 years for 84% of the businesses?surveyed. However, 14% of these companies said their staff are reluctant to answer customer calls as it distracts them from their work and 13.5% said their staff don?t mind calls, but prefer emails or live chat.
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