Office technology once considered voicemail to be cutting-edge. Leave a message, receive a callback, and the issue is resolved. However, that’s not how it functions currently. These days, reaching someone’s voicemail is incredibly frustrating. The friendly recorded greeting might as well say, “We’re too busy for you right now.”
The Psychology Behind the Dial Tone
A person has made a decision when he or she calls a business. They had the option to email. Filled out a web form. Yet, they didn’t. They called because they needed to converse immediately. Then comes the beep. Suddenly they’re talking to nobody. The recording can’t answer questions. It won’t sympathize with their frustration. It simply exists, gathering words that might not be heard.
That sinking feeling in their stomach? It’s real. They know their message lands in some digital inbox with dozens of others. Maybe someone listens today. Perhaps tomorrow. Maybe never. It’s like yelling into nothingness and waiting for a reply.
What Voicemail Really Costs You
Here’s a sobering fact. Three out of four callers hang up when they hear voicemail. No message. No callback number. Just click, gone, next business on their list. Each abandoned call hurts more than just today’s sales numbers. Those callers tell friends about the company that never picks up. They write reviews warning others. Your business slowly becomes known as the one that’s impossible to reach.Â
The math gets messy when you consider time. Your team spends hours listening to rambling messages, calling people back, playing phone tag. Meanwhile, competitors who answer immediately are closing deals with those same customers. You’re working harder to accomplish less.
The Human Touch Makes All the Difference
A real person changes everything. They hear the worry in someone’s voice and respond accordingly. They pick up on important stuff you might miss on voicemail. They know just what to ask, and when. People also try to understand what’s implied. They can tell if you want them to be reassuring or just give you the facts. They know when to go faster or slower. They know when to pass you on to someone else. No machine can do this, not even the fancy ones.
Think about your own experiences calling businesses. Remember the relief when someone actually answered? That feeling; that’s what your customers want. They want to know somebody’s there, somebody cares, somebody will help them figure things out.
Building Better Connections
Smart businesses have already ditched voicemail as their main phone strategy. They know availability equals opportunity. Every answered call could become a longtime customer, a big sale, or a saved relationship. Some companies partner with a live answering service to catch calls when things get hectic. A company like Apello, for instance, provides actual humans who handle calls professionally. They keep that personal touch alive even when your own team can’t grab the phone.
It’s easy. Connect callers to someone who will listen and assist them. Create systems to make this happen every time. Train your team well. Have backup plans for busy times. Just stop defaulting to voicemail like it’s still 1995. Learn more about answering service with Apello.com
Conclusion
The age of voicemail is over. Customers have too many choices to waste time leaving messages and crossing their fingers. They’ll find someone who answers on the first ring. They always do. Your customers aren’t asking for miracles. They just want to talk to another human being when they call your business. That’s it. With so much automation, actually answering the phone gives you a leg up. Strange but true. The businesses that understand this will thrive. The ones clinging to voicemail? They’ll keep wondering where all their customers went.