It might feel like phone calls are a thing of the past as text messaging, instant messaging and chat have become the major forms of communication. While our digital sensibilities continue to lead us in this direction, it’s essential to see the value of phone calls, especially as a business. See why businesses need to hold onto phone calls for growing their customer base and nurturing overall success.
At one time, calling someone was the easiest, most effective way to reach them, especially when compared to snail mail and visiting in person. With the many developments in technology over the past few decades, phone calls have taken a backseat to seemingly more convenient forms of communication, like texting and instant messaging. While these communication channels have taken over people’s personal lives, businesses have also followed suit with solutions like online chat.
The prevalence of text-based communication has even paved the way for telephobia in younger generations. Around 90% of Generation Z are nervous about talking on the phone and prefer to text instead. This statistic points to the value of text-based communication for businesses to offer the choice for those who prefer it. However, digital communication does not mean businesses should abandon phone calls entirely.
Phone calls may feel like a lost art in the modern world, but they’re a valuable player in business. While younger generations may be pushing more for texts and emails in their personal lives, having actual conversations over the phone with your leads and customers drives more business and helps your organization grow.
At their core, phone calls are a chance to connect. Whether you’re speaking to a long-time customer or a new lead, a call gives you the chance to catch up and show you care about them. In particular, phone calls create the opportunity for small talk.
Small talk often gets a bad reputation as a frivolous conversation or an obligation, but it actually paves the way for building rapport with your customers. This rapport may have something to do with interpersonal synchronization — the idea that functions like speech and breathing can match up as we share perceptions. Interpersonal synchronization makes us more familiar with one another, making it easier to connect and build trust.
Studies also show that small talk can lead to neural coupling where our brain waves synchronize while a person tells a story. Ultimately, these occurrences make it easier to connect with clients and build the trust that’s necessary for doing business.
There will always be instances where an email is the better form of communication. It’s excellent for updating your customers about new products or providing quick order history information when someone requests it. However, some situations are more complicated, and a few emails back and forth likely won’t solve the issue.
The opportunity to talk through a problem is pivotal for solving it, especially since text-based communication is so frequently misunderstood. In a study of 2,000 adults, one in five misconstrued the tone of a text message. While tone can be easily misunderstood, details of a problem or expectations from a client can also be easy to misconstrue.
Over the phone, all parties involved can share their side of a situation in that moment — no waiting to receive a message or taking time to draft up a response that may or may not be understood correctly. With a phone conversation, even major problems become a lot easier to resolve. Many customers will be willing to forgive issues if your team can solve them. These happier customers can lead to a stronger brand reputation overall.
Phone calls are essential in moving leads through the sales process. As a business owner, you’re always looking for ways to improve lead generation and get those leads to commit to a sale. The answer may be a phone call. Your social media platforms or website might spark interest for a lead, but the human touch of a phone call can move them into the next stage of the buyer’s funnel.
Many buyers want to feel like your business knows them on a personal level. In a survey of 1,000 consumers in the United States, 81% said they wanted a personalized experience, and 70% said they want companies to know who they are. That first phone call with a lead is where that personalization starts.
You likely have a contact form on your site where leads can provide a general description of what they’re looking for, but a call allows you to dig deeper. Take time to learn about your new lead, including their biggest challenges, experiences with other companies, and what a good product or service means to them. These moments of connection help you better serve this lead if they become a customer as well as show them your company is worth working with.
Creating positive experiences early in the sales process also sets the tone for customer service. In a 2025 study, 83% of participants claimed they trust a company more when they provide an excellent customer service experience. Show your leads they can trust you early on with a single phone call.
It’s clear that phone calls are valuable players in business, so having a reliable process for fielding calls is key. Your team needs to be ready to have essential conversations with leads and solve problems for current customers, but this can be challenging when you miss calls. When your phone lines are busier than your team can handle, turn to a call answering service like AnswerHero™.
Call answering services make sure you never miss a call or the opportunities that come with them. A trusted team of agents picks up the call within a few rings. These agents can handle simple processes like taking messages or scheduling appointments, but they can also transfer calls to other people. When it’s time for those initial lead conversations or addressing an issue, AnswerHero™ call agents can connect callers to the right professional for the job.
AnswerHero™ understands the importance of phone calls and answering every call, every time. Our team of bilingual agents always operates 24/7 to help you better serve your customers and capture leads. Our service is flexible and contract-free, so we easily scale with you. Check out our plans and contact us today to learn more.
Never miss an important call again with AnswerHero. Our team of professionals will answer calls 24/7/365 based on the information you provide about your business. We handle basic processes like taking messages and routing calls, but we can also make appointments and provide translation services. See the difference AnswerHero makes — choose your plan or contact us today.
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