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65% of people would rather contact a business by phone

65% of people would rather contact a business by phone

November 29, 2019

Not convinced your business needs a landline anymore? Your customers might think otherwise.

While web chat, social media and other forms of digital communications are becoming more prominent ways to converse with customers, many still prefer to pick up the phone and speak to a person to get a quick and quality response.

In fact, according to the latest Invoca Call Intelligence Index, which analysed over 50 million phone calls, 65% of people would rather contact a business by phone compared with only 24% who would opt for an online form.

As a business, you still need to take into consideration consumers such as these, who want to contact you – albeit the traditional way, just as much as those who interact with you through the internet or mobile devices every day.

And, despite the shift towards mobiles devices being replaced over fixed lines, traditional landline phone systems are still very common among businesses.

Why? Mainly because of its undeniable reliability. Much like a home phone line, business landlines deliver a clearer voice quality and higher consistency to meet the demands of business use.

Before you decide to hang up the line for good, let’s take a look at some of the features of a business phone line, which a GSM (mobile) network does not provide.

Effective call traffic management

A business landline can manage incoming call traffic quickly and effectively. From features such as transferring calls to other people, call forwarding, automatic call routing and three way calling, your business can communicate seamlessly like a well-oiled machine.

Valuable reporting

With a business landline you can get access to daily or monthly call statistics with ease, helping you to monitor staff performance, optimise your customer service standards and improve productivity. You’ll gain insights into things such as the number of calls received and missed, time taken to answer calls,identify peaks in call traffic and much more.

Helpful IVR (Auto attendant)

Say hello to your virtual receptionist! Interactive Voice Response (IVR), is a simple way to direct inbound calls to the most appropriate staff member. The customer’s call is answered via an automated self-service menu that the customer responds to using their touchpad or voice activation. Based on their choice, the call gets put through to the right extension.

This is great for small businesses who want to come across bigger and more professional. You may be a one man band, but the customer doesn’t need to know you’re the same person answering every type of enquiry.

IVR can also take any overflow calls you or your staff are unable to get to in time. Either way, having the IVR function available on your business landline makes for a very efficient and effective way to communicate with customers.

Effective multi-tenanting 

If you own or manage multi-tenanted premises, a business landline has the ability to operate a number of phone systems on the same system or hardware. Why is this important? In a serviced office environment, there could be lots of different businesses all in the same building, so imagine if they all had the same phone number?

Multi-tenancy is also cost effective because it means software development and maintenance costs can be shared.

Redundancy to the rescue

What do you do when your phone system fails and customers can’t get through to you? You have a backup plan – otherwise known as redundancy. It ensures your telephone system continues to work in the event of system failure, enabling your business to operate uninterrupted with little to no downtime, saving you from lost productivity and revenue. Something your mobile service can’t compete with when service goes down.

Effective line hunting

Also referred to as hunt group or rotary lines, this essentially means your business landline has the ability to distribute calls from a single telephone number to a group of phone lines based on pre-determined algorithms you set.

When a call is transferred, it will ring to the appropriate extensions to ensure the customer is connected to the next available operator. For example, if one line is busy it will move along to the next line in the list, and continue to transfer the call down the line until it is received. It can also divert to a voicemail box if no one is able to answer at the time.

When it comes to business, perception is everything. Much like a business without their own domain (such as handyman@gmail.com), a business that uses mobile to communicate tends to get branded as small and not established, whereas a business landline number shows you are grounded and available.

Whether you’re a startup, small business or a large corporation, there is still value to holding onto the trusty landline. So, make sure you give real thought about holding onto or adding a business landline to your office, before you give up on the idea completely.