How to Leverage Answering the Phone as a Marketing Tool

How to Leverage Answering the Phone as a Marketing Tool

Table of Contents

It is often posited in the marketing world that the average consumer sees between 5,000 and 10,000 ads per day. Although credible research challenges such numbers, it is still safe to say that most of us see more ads than we realize. We are not really aware because we have learned to ignore them. That’s not good from a marketing standpoint. But let us throw in answering the phone and see where it takes us.

When we think of marketing, we think of strategies that enable organizations to reach out to their customers. That means paid ads, SEO, sales copy, special promotions, and even loyalty programs. But can marketing be inbound as well? Absolutely. And as far as we are concerned, customer service is one of the most powerful inbound marketing tools an organization can tap into.

This takes us back to the idea of answering the phone. The phone is at the heart of so many customer service interactions. That being the case, why can answering the phone not be leveraged as a marketing tool? It can, if an organization makes phone-based customer service a priority.

What People Say About Customer Service

Business owners take for granted that their customers expect good service. But what does that mean? The best way to answer the question is to figure out what real consumers say about customer service in general. For example, did you know that 86% of American consumers say that they are likely to be loyal to a brand that provides excellent customer service?

It’s true. People are loyal to brands that treat them right. And part of treating a consumer right is providing top notch customer service. If that is not enough to convince you, here are a few more things to think about:

  • 93% are likely to make repeat purchases as a result of good customer service.
  • 78% are likely to let a mistake go if past customer service experiences have been good.
  • 83% or more loyal to brands they believe respond to complaints effectively.
  • Consumers happy with a company’s customer service are 38% more likely to recommend that company.

There are plenty of other statistics we could throw into the mix. However, we are betting that you get the point: customer service can make or break customer relationships. Good relationships encourage customers to tell others about their experiences. Good relationships encourage word-of-mouth, which just happens to be the most effective marketing method of all.

Make Every Phone Call Memorable

We are often asked how to go about providing top notch customer service via the telephone. The details vary from one business to the next. Good customer service for a plumber or HVAC professional would look different compared to what a family physician might offer. We need to account for the differences in each industry we serve.

However, if we had to boil good customer service down to a single thought, it would be this: make every phone call memorable. Obviously, you want your calls to be memorable in a good way. Customers who remember that they are taken care of over the phone find those memories being recalled when friends and family ask the right questions.

Good customer service is friendly but factual. It can be formal, casual, or a little bit of both. Regardless of the presentation though, customer service is designed to answer a customer’s questions, deal with their complaints, and resolve problems as quickly as possible. Do that efficiently over the phone and you will win your customers for life. We can help with industry-leading live answering services.

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