A YouGov survey from 2025 shows that many customers still prefer email & phone to other channels. Is this a surprise to you? Probably not, but are your business comms channels forcing them down a route that might suit your need to cut costs, but that down which your customers simply don’t want to go? Is there a better way to manage your customer interactions? Yes, there is! Unified Communications!
Drill down into the data and you’ll see massive differences between generations…
There’s no ‘one size fits all’ in comms!
So, older generations overwhelmingly prefer phone contact and email, but are perhaps being forced into using channels they simply don’t like. What does that do for the customer service image of the businesses doing the ‘forcing’?
Our point is, as a business owner you need to cater for your all segments of your customer base. There’s no one size fits all! If you aren’t catering for all your segments they’ll likely complain to their friends or, worse still, walk away in the direction of your competitors.
If your customer base is diverse, and you want to retain all of them (who doesn’t these days?), you’ll need to be open on their preferred comms channels to minimise friction.
When you do business primarily with Millennials, Gen X, Boomers or the Silent Generation, you need a reliable, secure and feature rich phone system, so you manage all calls efficiently and record those interactions effectively in your CRM.
Thankfully 3CX is your friend here – feature-rich unified comms, catering for all generations via an easy, low-cost subscription.
Now’s the time to overhaul your business comms!
Give us a call on 01535 358161! Or pop over to our website for more information or to arrange a free 3CX trial.
Your sales team will thank you!
