We Don’t Need AI To Answer The Phone
Customer service is about developing relationships with your customers. “If someone is making an effort to pick up the phone, dial the number, and avoid the convenience of all the other ways they could contact you,” states Mark Zeidler, President AW2 Logistics, “that’s a pretty powerful signal that they want to talk to a real live person. Maybe they don't want to leave an email trail of their contact. Maybe it feels more private to them to call. Maybe they want to talk instead of going back and forth over email. There are many possible reasons, some we’ll never guess, but their intention is clear – they want to talk to a human being.”
It’s essential to meet clients where they are. If they call on the phone, they want to talk to an actual human—not leave a message, navigate a voice menu system, or listen carefully because your menu has changed. To get and keep clients, you need to ensure they have all the tools and channels they need to contact you in a way that works for them. Depending on your practice area, this could include texting, web forms, or live chat - but one thing is sure: the voice call isn’t going away. If anything, it’s becoming all the more critical if it’s the channel they’ve chosen to use.
So, the next time you encounter a vital customer issue, try saying: “Let’s talk”. It’s amazing how much can happen when you pick up the phone. It creates a personal connection and defuses many misinterpretations conveyed over text, email, or similar sources.
We are excited about AI's future’ and all the efficiencies and opportunities it will bring, but in business, some things never change, and taking a phone call or having a conversation is one of them.
For more information on AW2 Logistics, please get in touch with Mark Zeidler, President, at 414.570.2256 or complete the form below.