And sometimes you can fix the darn problem in real time via a screen share. The ebb-and-flow of a phone conversation provides opportunities for discovery and developing creative solutions to customer problems. If a customer is struggling with a service issue, chances are there is some form of miscommunication going on. 3) Email prevents a real-time, back-and-forth flow of information. Video conferencing tools like Zoom and Lifesize make the experience that more human, too.

Verbal communication provides the opportunity to assess urgency, display empathy, and strike the proper tone, which can have an influence on building trust. 2) Over email, we lack the ability to assess any behavioral cues. This gives us a limited opportunity to build trust, which is the backbone of any relationship. Not only that, but we also infrequently meet them in person (outside of the occasional conference). There are three big reasons why a phone call beats email sometimes: 1) We have relatively few true conversations with customers. How to Talk to Customers: When Is a Phone Call Better Than an Email? Unlike a phone or in-person conversation, email’s asynchronous nature provides the opportunity to provide a more thoughtful response to a question than one we could otherwise offer on the fly.īut knowing when to make the shift from our default - email - to the phone is an important skill for customer teams.It allows us to exchange information efficiently while balancing multiple priorities and customers.

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