As we have an online service I always wonder why people want to call. All possible information is available online, the price quote and link to their personalized payment page are send by email. Paying for subscription happens also online.
Some people just want to talk to one of the managers of the web service just to verify if the company really exists and is legit.
This is easy but even this short phone call is a waste of time for us.
Wondering why replying emails is not sufficient.
Some businessmen only will buy if they get an additional discount as they are used to get it. It’s part of their habit and culture. In their view the best way to get their additional discount is to have a call with the vendor in order to persuade and convince (or make believe) they are an important customer who will bring additional business. However that never happens.
So this type of customers are even more a waste of time as these type of calls will take long.
Some people expect to get a walk-through of the service or a complete training on the application. However this is why we offer a 30-day free trial.
We know that similar but expensive web services offer walk-through and 24/7 support – but you pay the price.
As we are a low-cost service no walk-through or trainings are possible. Instead the free trial and the explanatory and helpful emails during the free trial.
Company size and brand
We always wonder if people want to call us did they also call Google for using the search or the web analytics? Probably not. It’s just a mater of company size and brand name.
As a low-cost web service we don’t see any benefit in having phone calls with potential customers and just want to limit conversations to emails.
If we would have a possibility to do an upsell, then we would have a reason to take phone calls with customers as this could bring additional revenue.
What is your attitude to calling customers?