The death of the phone call: are they still useful in modern business communication?

In today’s digital age, it’s no secret that younger generations, especially Gen Z, prefer texting or messaging apps over making phone calls. A story published recently on iNews, exploring findings from comparison site uSwitch, revealed 25 per cent of people aged 18 to 34 have never answered their phone. Ever. Instead, many would rather text the person back or ignore the call entirely.

Several statistics underscore this trend: A 2019 survey of UK office workers revealed that 76 per cent of millennials experience anxiety when their phone rings. As a result, 61 per cent of millennials would prefer to avoid calls altogether, compared to 42 per cent of baby boomers. This trend has continued to grow, considering the primarily hybrid or work-from-home environment since then.

And it’s not just Gen Z. Elsewhere, a post-pandemic study by BankMyCell revealed that 81 per cent of millennials feel anxious about making calls, preferring instead to communicate through text. Furthermore, 75 per cent consider phone calls intrusive and time-consuming as opposed to written communication. Despite these trends, it’s important to recognise that phone calls are far from obsolete. In fact, there are many benefits to picking up the phone.

 

Keep on calling

Phone calls offer unique benefits that can’t be easily replicated through text or email. In an age where automated responses are becoming the norm, the personal touch of a phone call can set a business apart. Many customers appreciate the effort it takes to make a call, interpreting it as a sign of genuine customer care and dedication.

Phone calls allow for real-time, two-way communication, which can be crucial for building trust and establishing a strong connection with customers. The immediacy of a phone call can convey sincerity and urgency, which are vital for customer satisfaction. This also holds true for complex issues that require detailed explanations.

 

Investing in Unified Comms

Despite the rise of digital communication, phone calls continue to play a vital role in business communication. For businesses looking to enhance their customer service, integrating phone calls into a comprehensive Unified Communications (UC) strategy is essential. After all, a multifaceted approach to communication is crucial in today’s fast-paced business environment.

Crystaline offers a UC solution designed to integrate various communication tools into a single platform, enhancing business collaboration and productivity for clients and employees. UC services include the ability to make phone call through an internet connection (VoIP), video conferencing, instant messaging, email integration and file sharing. The platform promotes seamless interaction across different devices and locations, enabling efficient remote work and improved customer service.

With the evolving landscape of business communication, various demographics can be served equally with a UC solution. By integrating the latest technology with traditional communication methods, businesses can maintain a competitive edge in customer service and ensure that the personal touch is not lost.

For more information on how to enhance your business communication strategies, check out our website here.