November 15, 2024

Texting or calling? Choose balancing for maximum impact!

Texting and calling are two communication methods used not only for personal, but also for business interactions. To decide which one to choose or how to combine, you need to evaluate not only your company goals, but your customers’ preferences. Read our guide devoted to texting and calling communication modes, and make an informed choice which one may become the most beneficial for your business.

Business calling overview

Millions of calls are made daily and a great part of these are business related. For calling brands use cell or mobile phones, special software and applications for business voice, video and conference calls, some modern messengers also offer voice call options. In any case, it is important to know how to ensure that every call you make or receive fits your business goals and satisfies your clients. 

What do brands primarily use calling for?

• Crucial negotiations
• Individual/VIP offering
• Handling complaints
• Remind of overdue payments
• Detailed conversations

TOP 5 reasons why your customers may prefer calling

• Real-time interactions
• More personal approach
• Detailed discussions
• Individual calls arize trust and reliability
• “Old school” preferences – there are a lot of customers who feel more comfortable speaking on phones than using modern messengers and applications

How to set up effective business calls

• Determine the purpose: one call – one goal
• Take time to prepare
• Make sure your contact is ready for your call
• Be friendly, but clear and direct
• Finalize the discussion and make sure the contact understood you correctly – it is “mauvais ton” to make repeated calls to clarify one and the same question
• Fix the calling results. The best practice is to record business calls.

Business texting overview

Texting or text-based communication is a mode of information delivery or exchange via text, including – SMS and instant messaging.

Text messaging is nowadays one of the most popular types of interaction between brands and customers. Different types of businesses successfully adopt SMS messaging, social networks, and instant messaging applications to reach clients. They use text-based communication to send out messages about special offers, discounts, products and services updates, share valuable info or provide time-crucial notifications. 

What do brands primarily use texting for?

• Promotional messaging
• Transactional messaging
• Authorization messaging
• Customer service
• Customers reviews and feedback collection
• etc.

TOP 5 reasons why your customers may prefer texting

• Most people just like texting
• It is less time consuming than calling
• They don’t feel pressured and can answer at their convenience 
• They can consider their replies
• Customers don’t want to wait on hold for an agent or for a reply 

How to set up effective text messaging

• Know your target audience
• Set exact goals
• Implement appropriate channels – SMS, WhatsApp, Viber 
• Collaborate with experienced communication services provider
• Analyze and adopt your campaigns

Both communication methods take their “place d’honneur” in customers’ communication process. And selection between these two is not “black and white”. Below we share with you the list of advice to take into consideration while choosing the best solution for your business. 

What to evaluate for customers communication type determination

For final decision consider the following:

• Communication purpose. Will it be one-way or two-way communication? Will you need an answer, or just delivery. In case you need to attract a lot of new customers/subscribers – choose texting. If you want to invite VIP attendees to your event – calling is better.

• Urgency and importance. Calling may seem more beneficial here, however only if you call is answered instantly. So, we recommend texting for time-sensitive communication. Cascade forwarding will become an ideal choice. 95% of text messages are read and responded to in less than five minutes.

• Context. If communication history is crucial for further interactions – choose text messaging solution, – previous communication is being saved.

• Recipient preference. Obvious – communicate in the way your contacts prefer. If your audience is diverse – combine texting and calling.

• Budget. Fix how much you intend to spend for the communication solution implementation. Factors influencing the price – are you going to attract external services, are you going to text/call abroad/what communication channels you are going to include.

• Decide if you need the external provider services. For business calling you can hire a call center staff, but note that in such a case your business reputation will depend on people with no personal interest in success. For text messaging you can cooperate with business communication providers. There are no risks here as the messaging is fully customized and automated. However, only in case you choose the partner properly. How to do it read in our article.

ImLink business communication platform offers its clients both: a range of popular text messaging channels and modern calling-based ones. Contact us to get a comprehensive customized consultation to choose the best working solutions for your business.