I fully support the campaign by Which to get rid of premium phone lines for customer service. Companies who hide their service, or make it difficult to contact them are short sighted as to how important customer service is becoming.
Marketing isn’t working, and will continue to get less efficient for companies
- Do not call lists such as Telephone Preference Service are increasingly supported
- Unsubscribe options are on every email
- Customers have to double opt-in to your database
- Restriction on cookies
- Second screen activity meaning TV adverts aren’t seen
All of this means that when users do want to communicate with a company, they first resort to a service channel, either phone or online.
So if you make it difficult for companies to get in contact with you, you are potentially losing customers.
And given that social media is showing us the future of customer service, will these companies that hide behind a premium phone line, only allow you to get in touch through a promoted tweet or sponsored Facebook post soon? Sounds daft doesn’t it? As daft as charging your current or would be customers to speak to you…
We use freephone numbers or local numbers, and we love to speak to you!