“The plain and simple fact is that they’re too busy or too important to talk to us.”
That is what Gabriel McKean told New York Times reporter Amy O’Leary about his struggle to connect with someone at Twitter’s corporate office. His daughter lives with a serious genetic condition, so McKean created an account on the social site to help raise awareness.
He began to tweet links to his site and, within a matter of hours, the account was suspended. No matter how many times McKean tried to reach a person to explain the situation, he kept running into silence. Twitter handles a tidal wave of messages daily from users all over the globe. It would be presumptuous of us to think that they could get to all of them. Or is it?
The standard issue argument is that tech companies, small businesses and startups don’t have enough people or time to answer phone calls or emails. Another claim: most people want to find information themselves rather than talk to someone on the phone. And while there is definitely an age group to which that applies, there are still people who prefer the phone over any other channel. In addition, there are complex issues that simply cannot be solved over chat or email. In fact, as of 2015, 81 percent of customers prefer the phone when connecting with a brand or organization.
Social media consultant and expert, Mari Smith, explained the phone gives brands more personality and will help set organizations apart in the future.
“The ability to call up and get a real human being — the companies who can do that and go back to basics are really the ones that will be winning out and humanizing their brand,” Smith said.
Social media and your business’ FAQ page go a long way at arming people with the information they need to make decisions, however, they can’t do it alone. There are instances your customers or investors want to know more, and the only way they can gather more intel is to speak with a live person over the phone.
It is possible you are losing these precious investors or customers all because your business has no phone number. If you’re still not convinced you need one, here are 10 crucial facts that will prove your business needs a phone ASAP.