75% of consumers believe a phone call is the quickest method of contact (Source: NewVoice Media). Customers appreciate online or automated support for some basic tasks. After all, no one wants to sit on hold to ask a simple question or make a quick change. But for more complex customer interactions, non-phone support begins to become tedious.
61% of smartphone users believe ‘click-to-call’ is important while purchasing from their device (Source: Google). E-Commerce has revolutionized the retail economy, We’ve also become much better at it, streamlining the process and eliminating most pain points. Customers however still like the idea of having a real person a phone call away even when shopping online. Including a phone number may stop the loss of a sale.
Phone calls have 30-50% conversion rates, versus 1-2% online (Source: Avoca). Overcoming objection is a sales tactic taught to every salesperson. Most consumers are leery of large purchases, and sometimes even though they know they need the product or service, may need some assurance that they’re making the right decision. A website can’t do that, much less a chatbot.
At least half of consumers still end up calling via phone after doing a mobile search (Source: Luma Partners). You’d think a consumer using his or her smartphone would probably prefer to contact you digitally, but data indicates otherwise. As we’ve said before, online support fails in more complex situations, and a large number consumers are going to need some coaxing to complete the sale. Don’t leave this money on the table.