June 13th, 2022
Deciding between call or email as the mode of communication when reaching out to your customers can be easier said than done. Sometimes, the right method of contact is obvious, such as when you know your customer prefers talking on the phone. Other times, you’ll need to ask yourself some crucial questions to make the correct decision.
Email represents one of the most convenient ways to get in touch with your customers in today’s fast-paced digital world. You don’t need to worry about someone being available to take a call, and you can often say quite a lot in an email without having to waste too much time.
However, in some cases, emails can come across as cold and impersonal, and they’re much easier to ignore than a person speaking to you on the phone.
When choosing between a call or email most people see calling as the more traditional option. We’re used to making cold calls in the sales world, and connecting with people over the phone to discuss their needs. With a call, you can show more of your human side, and connect with your customers on a deeper, more emotional level.
However, there’s no guarantee that everyone you call is going to have time to talk to you. There are also a lot of consumers, particularly among younger generations, who prefer to ignore calls completely.
It’s often difficult to tell at a glance whether a conversation requires a call or an email, but there are a few factors you can consider to help you make the right choice, such as:
While every situation is different, there are circumstances when calls make more sense than emails and vice versa. Emails are generally a good idea for communication with a large number of people, or when the topic you need to cover is straightforward.
If you anticipate a lot of questions from your contact, you need to build a sense of rapport, or you’re discussing something complicated, then a call is generally a better choice. Calls can give conversations a more personal touch.
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