Prior to the advent of the Internet, home service pros such as plumbers relied on their number in the phone book to get people to pick up the phone and call. Now, consumers can place inbound phone calls to your plumbing business or any other type of home service business after a few clicks of the mouse or swipes of a finger on a smart device. In fact, 70% of mobile phone users have connected with a business using the "call" button on an ad or Google search result. Inbound phone calls are important to your business, and here's why.
Customers that call your plumbing business generate more sales than customers who click on ads or fill out lead forms. This holds true across various industries largely because customers that call a business are further along in their buying journey. Most have done the research and are ready to buy, they just need to hear a voice on the other end of the line to seal the deal. Additionally, these people are inviting you and your employees into their private home to perform a service. As such, they prefer talking to you first. 65% of people still prefer voice calls over live chat or other contact options.
Read More: 5 Reasons Your Business Needs Inbound Calls
Amazon and other online retailers might be changing the face of grocery shopping or buying toys at Christmas, but these giants have not changed consumer preferences when it comes to home services. 54% still prefer human interaction when it comes time for the final purchase. The more expensive a purchase gets, the more likely people are to need some reassurance that they've made the best choice. Hearing your voice provides peace of mind. These positive interactions help foster a trustworthy image for your brand and deliver returns beyond just one customer in the form of positive reviews and customer recommendations in the future.
Outstanding customer service is the best tool your plumbing business has in building brand trust and rising above your competition. When you give customers the option to call your company and field those inbound calls swiftly and professionally, you show your customers right away that you care about their issue. Inbound phone calls allow you to focus on customer needs and problems rather than simply trying to sell them a product. That one-on-one interaction is valuable to you and your customer.