RingBoost’s Rick Dionisio Provides Expert Commentary in New Report that Highlights Robocalls Impact on Businesses’ Struggle to Earn Customer Trust Over the Phone

Robocalls can impede phone communication between genuine businesses and their customers. Nearly 80% of people say they are not comfortable sharing private information in a phone call. Businesses should prioritize building an authentic, friendly connection with customers on the phone and allow them to share private information on other channels to build trust.

More than 1 in 4 people (26%) say they can’t distinguish between a robocall and a real human from the beginning of a call, according to a new survey report from Clutch, the leading B2B ratings and reviews platform

This finding indicates the advancements of robocallers’ technologies and tactics, which can impact legitimate businesses’ phone-based customer communication. 

Rick Dionisio, senior vice president of operations at RingBoost, provided expert commentary in the report. He discussed the new ways that robocallers are using to scam people.

“Some of the savvier companies that have a lot more funding behind them use AI and machine learning programs that can actually dynamically change the scripting and their interaction with you based on your response and tone,” said Dionisio.


Overall, Clutch surveyed 687 people who receive robocalls to learn their opinions on robocalls and how they prefer to be communicated with by businesses. 

 

Businesses Should Implement Creative Tactics to Build Customer Trust on the Phone

Experts highlight how robocalls erode people’s trust in all phone calls, not just fraudulent ones.

“What’s unfortunately happened is that this robocall epidemic is putting the phone call into a death spiral,” said Alex Quilici, CEO of YouMail, in the report. “You’ll pick up your call from a friend. You might pick up a call from something that’s got a caller name, but that’s it … It really negatively impacts legitimate business.”

Businesses should think creatively to ensure customers actually pick up and engage with their calls. For example, businesses can send a text ahead of calling a customer.

“[Texts] can be sent right before a call, so that your customers know your call is coming and do not ignore it,” said Justin Lavelle, chief communications officer at BeenVerified.com. “Many people simply won’t answer a number they do not know due to receiving so many robocalls.”

The text can even include a security code unique to each customer, so the customer can be confident the call comes from a legitimate source.

Businesses can also consider obtaining a custom phone number that makes their business easily recognizable on caller ID. If a customer can recognize a number, they will be more likely to pick up the phone.

 

Most People Are Uncomfortable Sharing Private Information on the Phone, Impeding Customer Communication

Clutch’s survey found that nearly 80% of people are uncomfortable sharing private information such as a credit card number or Social Security number to any phone number, not just a robocall.

One expert noted that businesses should rarely be collecting information like a credit card number over the phone.

“Any small business that is worth its weight should have a website where customers can make purchases with Paypal, Venmo, or another verified service,” said James Gireco, the content marketing manager at MightyCall.

Businesses can also move their entire communication to other channels to put nervous customers at ease.

“Allow customers to set up face to face appointments in lieu of a phone call,” Lavelle said. “This will make a lot of people feel much safer and confident in your legitimacy.”

The largest percentage of customers say they prefer to be contacted by email (40%), followed by phone calls (24%).

 

Read the full report: https://clutch.co/call-centers/answering-services/resources/impact-robocalls-business-phone-communication

Click here to learn more about how to stop robocalls to your cell phone.

Written by: on July 19, 2019

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