More Statistics to Convince You that You Need a Business Phone System

You might think that a business phone solution is just an added expense for some startups, but it can’t be denied how instrumental it is in helping companies like yours increase productivity levels and drive better results.

For most people running small businesses, the main reason they’re wary of phone systems is that they think they don’t have enough time or people to answer inbound calls. But whether you like it or not, people will be calling your business every day.

Just imagine the amount of business you could lose because your clients didn’t know who, where, or when to call.

If you’re still not convinced that you need a phone system, check out some important statistics that will show you just how important a business phone solution is for your startup.

Consumers are still turning to the phone for purchases or subscriptions even when they can already take action online.

Invoca’s 2016 Call Intelligence Index shows how phone calls continue to be part of the online marketing equation.

Business Phone Statistic: Sixty-five percent of customers still prefer to contact a business by phone.

The report, which analyzed over 50 million phone calls that went through the call intelligence platform, said 65% of customers prefer to contact a business by phone while only 24% are satisfied with only a web form for product purchases or service subscriptions.

In particular, 63% of the respondents completed their purchases offline following a typical online search activity.

The study also established how digital marketing channels consistently drive calls to businesses. Seventy percent of the respondents used click-to-call functions from search ads to transact with companies, with desktop search comprising 17% of the calls and mobile search accounting for 48% of the total call volume.

Their average call duration is 4 minutes and 52 seconds, which could mean that a huge chunk of the callers are quality prospects who usually or eventually turn into paying customers.

Customers say calling remains the most effective form of customer support.

A survey by NewVoiceMedia that aimed to provide a snapshot of customer service in the US found that a whopping 75% percent of customers still believe calling is the most effective way to get a quick response from businesses.

Business Phone Statistic: Seventy-five percent of customers think that phone calls are still the most efficient way of getting a quick response.

This is also supported by a similar study backed by American Express regarding attitudes toward customer service efforts from companies. About 46% of consumers reported that they still prefer speaking to a customer service agent for difficult inquiries such as making a complaint or disputing a charge.

Meanwhile, for complex inquiries such as getting assistance or returning a product, 38% of the respondents said they would still want to speak with a person on the phone.

Lastly, according to a Forrester study titled “the North American Technographics Customer Experience Online Survey” conducted in Q4 of 2009, 69% of customers are more satisfied when they talk to an agent over the phone, as compared to other customer service channels such as emails or FAQs pages.

Needless to say, a phone system remains a valuable tool for businesses wanting to provide a better customer experience.

CEOs spend 25% of their time on phone calls and public events.

Oriana Bandiera and Andrea Prat of the London School of Economics, Luigi Guiso of the European University Institute, and Raffaella Sadun of Harvard University embarked on research that revealed that in a typical work day, CEOs spend 25% of their time on a combination of phone calls and public events.

And while the majority of their time is spent in meetings (60%), who knows how much of these meetings are done over the phone, on either their desk phones or mobile phones?

Business Phone Statistic: CEOs spend 25% of their work day on phone calls and events.

These facts may be anecdotal proof at best, but they are a clear indication of how important phone calls still are.

Even the most important people in top companies (and in the world) use telephony as their main business communications tool, so nudging your startup towards the same mindset could definitely bring a positive change in your processes, particularly in the areas of customer engagement and productivity.

Customers across many industries still turn to phone conversations somewhere along the purchasing process.

Internet-powered channels such as email, instant messaging, and social media may now dominate the modern world, but when it comes to business, a lot of people still find value in listening to a voice and communicating in an authentic, personal manner.

So, a combination of digital and more traditional channels would be the best approach to keep customers happy and maintain a high customer retention rate.

If these numbers still aren’t enough to convince you to subscribe to a business phone system, then let us know in the comments section below. We’d rather talk to you and win you over the phone!

About the author
Klaris Chua


Klaris is a digital content marketer who has written many pieces on startups and small business communications. She is also passionate about technology, collaboration tools, and digital design.