We recently conducted a poll on Facebook and asked people a simple question: through which channel do you prefer to contact a company? We received 1718 responses and the answer may surprise you: the old school phone came out as the big winner. Yep, 948 people – more than half! – prefers to just pick up the handset.

In a time when everything goes digital, from ordering pizza to booking vacations, it’s amazing to see that the phone still captures our hearts (and ears). It seems that despite all the technological advances, we still value that personal connection that comes from a phone call. Clearly, the telephone is far from dead.

Why the phone still has lol value

Imagine for a moment: you are in an awkward situation with a product or service you just purchased. You have questions, perhaps complaints. You need answers quickly. So what do you do? Do you send an email and wait quietly for someone to get back to you? Or do you immediately pick up the phone and start the conversation, looking for immediate solutions?

For 948 people in our poll, that question is easy to answer: they pick up that phone. Why? Because the telephone offers an immediacy that other communication channels simply cannot match. You immediately get a person on the line, a real human being, not an automated answer or standard email. That human aspect, that personal touch, is incredibly valuable.

And that’s not all. The telephone allows you to solve complex problems faster and more efficiently. You can talk back and forth, ask questions, clarify, explain. You can hear emotions, feel empathy. That’s what makes the phone so unique. It is a dynamic conversation, a human interaction.

In a world where we often hide behind screens and digital profiles, the phone offers a touch of authenticity. It allows us to be real, to really feel. And that is the power of the phone. So no: the telephone certainly does not belong in the museum alongside the fax and the floppy disk. The phone is alive and well and ready to meet the challenges of the digital world.

The effect of the telephone on customer trust and loyalty

The power of the telephone goes beyond solving problems and answering questions. It’s about building relationships, creating trust, and maintaining loyalty.

Think about it: if you call a company and are immediately helped by a friendly, helpful employee, how do you feel about that company? You feel appreciated, right? You feel that your concerns matter, that your problems are taken seriously. That feeling is golden.

It creates trust. You know you can count on that company, that you can rely on them to be there for you when you need them. And that trust leads to loyalty. You are more likely to do business again with a company that has treated you well, that has taken you seriously.

This is precisely why the telephone is such a powerful tool in customer service. It’s not just about solving today’s problem, it’s about building tomorrow’s relationships.

The role of telephony in our current – digital – world

At a time when customer service channels are expanding and diversifying, finding the balance between maintaining effective telephone services and adopting new, digital methods can be a challenge. But who said you have to choose?

With Steam-connect, you don’t have to. We have developed all-in-one conversation software that helps companies manage customer contact moments from a single interface. Yes, that includes telephony. Because we believe in the power of the telephone and the unique value it provides in customer service. And the fact that we handle a million (!!!) customer contacts every day over the phone pretty much underscores that, right?

With our platform, agents can monitor multiple calls simultaneously, whether they occur via phone, social media, email, voicemail or live chat. We make it possible to respond quickly and efficiently through multiple channels without sacrificing service quality. This is how we combine the best of both worlds.

The phone for future generations

Now I can already hear you thinking, “But young people don’t call anymore, right?” You are right. Younger generations, especially Gen Z, make fewer phone calls than older generations. In fact, the idea of calling or being called seems to evoke some fear for many. Yet there are certain benefits to telephony that should not be overlooked. Research shows that telephone conversations can help reduce loneliness, clarify misunderstandings and promote a sense of connection.

It should be noted that Gen Z ‘s preferences are strongly focused on meaningful interactions, community building and authenticity. They spend an average of 4 hours and 15 minutes a day on their smartphones and have high expectations of technology.

There is also a trend toward video calls, especially among Gen Z. Video calls can foster a sense of personal connection similar to a traditional face-to-face conversation. So while the landline phone may be used less, its benefits are still being sought, but through other channels.

This is an important development to keep in mind for companies and organizations looking to target this group. It is essential to adapt communication and engagement strategies to meet the unique needs and expectations of this generation.

So: despite the evolution of means of communication and the shift in generational preferences, the telephone retains its value. It provides a unique platform for direct, personal and dynamic interaction that continues to be invaluable in our society – now and in the future.

Embrace the future as well as the telephone

As we embrace digital transformation, we must not lose sight of the value of the telephone. It is not a question of either/or, but of either-and. Digital channels can complement telephone services, not replace them. Get that into your head.

Let’s not give up the phone. Let us cherish this loyal friend, let us recognize its unique value and let us use it to provide our customers with the service they deserve. The telephone is still alive and well, ready for the future, and it should be so in your business.