6 Reasons Why Customers Don’t Call Back

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Along the customer journey, there are always a few roadblocks that prevent you from providing the best care possible. One of the most notorious? When customers don’t call back. When you can’t get a hold of customers, you can’t do your job. Do any of the following scenarios sound familiar?

  • Your client didn’t know about a class spot opening last minute at your yoga studio because they didn’t hear your voicemail.
  • Your client wouldn’t return your phone call, so you couldn’t confirm their appointment.
  • Your client’s insurance claim was filed a few weeks late because your calls kept getting sent to voicemail.

It happens too often, but there’s a way to expedite the process in all of these situations – texting. Missed calls and voicemails leave a higher chance of not getting your message through because the reality is, customers don’t call back anymore. Here are six reasons why and how texting connects you with customers faster.

Why customers don't call back

1. Customers don’t recognize your phone number

How many times do you hear your phone ring and send the call straight to voicemail because you don’t recognize the number? Well, your customers do that too. They simply may not want to chat with someone they don’t’ know, but it’s likely they’re avoiding another growing problem: spam.

If you’ve noticed your phone ringing more than usual lately, you’re not the only one. By the end of 2019, it’s estimated that nearly half of all phone calls will be spam.They’re disruptive and annoying, and as the issue gets worse, more people will be hesitant to answer their phones.

2. No one listens to voicemails

Once a popular technology, voicemail has quickly turned into just another collection of ignored notifications on our phones. Even mobile operating systems know how much we all hate listening to voicemails. Many provide transcription features so that we see the message without having to listen to it. But despite the integration, transcription is rarely accurate because it depends on the sound quality of the phone call and how clearly the person is speaking. If customers don’t get your voicemail, you can’t move on with your day.

3. Sending an email to cover your bases is a waste of time

It’s common practice to send an email to your recipient after leaving a voicemail. It’s supposed to ensure that if the voicemail gets overlooked, the email will make up for it. Not only does this add an extra task to the caller’s day, but there’s a good chance the recipient won’t even see it.

While email is still a powerful medium under the right circumstances, it’s not always the most effective way to reach customers. Our inboxes are flooded everyday with promotional emails, newsletter subscriptions, daily digests, rideshare receipts…the list goes on and on. Emails run the risk of getting ignored in a stuffy inbox and could even be marked as junk mail. And with the average open rate of an email hovering at only 20 percent, you should think twice about relying on it as a backup.

4. Customers are forgetful

Sometimes we just plain forget to call people back. It would be great if customers would set a reminder to return your call, but we all know that will never happen. A text, on the other hand, serves as a reminder to get in touch. When you open your text message app, you see all your current conversations in one place. Given that people text much more frequently than calling or emailing, your customers will see your message and can reply instantly.

5. Customers are at work

It’s challenging for people to pick up the phone during the work day. Why not try texting instead? It’s convenient and more discreet than having customers pause their day to have phone conversation. Customers can send you a quick text and get the information you need fast so you can get along with your day.

6. Some people really hate talking on the phone

It’s possible that your customers hate small talk, prefer other communication options, or have anxiety about talking on the phone. Give them a chance to contact you on their terms by skipping an invasive phone call and sending a text first. They’ll appreciate your flexibility and will have a more positive experience interacting with your business.

Your customers prefer texting over phone calls

Speed up your work day and offer your customers better attention with a text. Texts are less annoying than a phone call and can get messages across more clearly and quickly than a voicemail. Plus, texts have a 98 percent open rate, which means you can rest easy knowing your message will be seen.

Try out Zipwhip’s two-way text messaging platform today with a free 14-day trial. You’ll keep your customers happy and help your team stay organized with tools and features that ease daily workflow.

About Zipwhip

A Seattle-based SaaS company, Zipwhip is modernizing the business texting medium by enabling text messaging to existing landline, VoIP and toll-free phone numbers. Zipwhip pairs direct network connectivity with easy, cloud-based software, so businesses of any size can give customers the choice to “text or call” and handle two-way text conversations at scale. Learn more about Zipwhip at www.zipwhip.com.

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