Customer Hate Leaving Voicemails
The Customer Experience Crisis: Why Voicemails Don’t Work
When customers reach out to a business, they’re looking for answers, solutions, and reassurance. Yet, nothing is more frustrating than being greeted by an automated voicemail asking to "leave a message after the beep."
For service-based businesses—whether it’s a plumbing company, an auto repair shop, a law firm, or a dental office—a missed call often means a lost customer. In today's fast-paced world, customers expect instant responses, and businesses that fail to deliver risk losing them to competitors who do.
Why Customers Hate Voicemails
1. People Want Immediate Answers
Customers reach out because they have an urgent need. Whether it’s a car breakdown, a plumbing emergency, or an inquiry about scheduling an appointment, they don’t want to wait for a call back. If their call goes to voicemail, 71% of them will hang up and call a competitor instead.
2. Voicemails Feel Like a Black Hole
Many customers don’t trust that their voicemail will be returned. Even if a business listens to messages and responds promptly, customers often feel like they’re being ignored. A study found that only 18% of voicemails ever get a return call, leaving most inquiries unanswered.
3. Customers Expect Human Interaction
Talking to a live person creates a sense of trust and connection. It assures customers that their concerns are being heard and addressed immediately. AI-powered receptionists make customers feel valued compared to a cold, impersonal voicemail system.
4. First Impressions Matter
Your business only gets one chance to make a first impression. If the first interaction with a potential customer is a voicemail, they might assume your business is unreliable, understaffed, or unresponsive. This can drive them to seek out competitors who answer calls in real time.
5. Missed Calls = Lost Revenue
If every missed call represents a potential sale, booking, or service request, then every voicemail is a lost opportunity. Businesses that answer calls directly—whether through live staff or AI-powered virtual receptionists—capture more leads and close more deals.
How to Ensure Every Call is Answered
1. Implement an AI-Powered Virtual Receptionist
AI-driven receptionists, like Twincall, answer calls 24/7, handle customer inquiries, schedule appointments, and provide information—so customers never feel ignored. Customers always prefer to speak with a person, but if a team member is not available, Twincall is there as backup. Unlike voicemails, AI ensures that every lead is captured and responded to instantly.
2. Use a Call Answering Service
If hiring a full-time receptionist isn’t feasible, outsourcing to a professional call answering service ensures that every call is picked up, even after hours.
3. Offer Live Chat or Text Call-Backs
Some customers prefer chat over calls. Implementing live chat or text-based call-back systems allows customers to reach you in different ways without relying on voicemail.
4. Use Call Forwarding & VoIP Systems
A VoIP system allows calls to be forwarded to multiple team members, reducing the chances of missed calls and increasing customer satisfaction.
The Bottom Line: Ditch Voicemails & Answer Every Call
Customers hate leaving voicemails because they want real-time answers from a human (or at least an AI that mimics human conversation). Businesses that prioritize answering calls—whether through AI receptionists, live answering services, or improved phone systems—will outperform competitors and increase revenue.
Don’t let your customers hang up in frustration. Discover how Twincall can help your business answer every call and convert leads into loyal clients.