The call answering professionals: Over 23 years of virtual receptionist experience

Call, email, or text? The best way to communicate with clients.

By Nick East

June 18, 2020

When it comes to flexible working, you may be wondering about the best way to communicate with your clients and customers. If you’re working in different places, from the home office to the workplace and in between, you may not have just the one telephone line to deal with and may end up taking calls in many different scenarios. 

To text, email, or answer the call? That is the question.

This is a question frequently asked by businesses. What’s the best way to communicate with clients and customers? Getting your communication strategy right, especially during COVID-19, is vital to the success of your business. Before answering the question of what’s best, there are a couple of factors to consider.


At the heart of any communication method, be the first business to respond to a query.

Be the first to respond and know your audience

It’s vital that you quickly respond to your clients and customers, especially if they are a new lead. Responding first is critical. 50% of buyers choose the vendor that responds first. However, that doesn’t mean automatically choosing your go-to method of communication though. You need to take into consideration your audience and how they prefer to communicate. For millennials, that might mean texting them. Client and customer communication has also changed dramatically since lockdowns were introduced. According to a report by Xant, while 96% of sales leaders say email is their go-to, email engagement has dropped by 35% after lockdown. Phone contact rates, on the hand, have only dropped by 2%.


Multitasking is never a good idea. Leave answering the phones to us.

Now, with that in mind, you can begin to rethink your communication strategy with your customers and clients. While we’ve put together a table comparing the strengths and weaknesses of texting and emailing, we already know what the best method of communication. Spoiler alert: it’s not texting and emailing.

Texting Vs. Emailing
Yes Quick and easy to do on the go Depends
Yes Preferred communication method by millennials, who make up 25% of UK population No
98%  Open rate 20%
45% Response rate 6%
Yes Impersonal Yes
Yes Susceptible to auto-correct mishaps Yes

We prefer phone calls, and so do your customers and clients

Unsurprisingly, research has shown that real-time communication is the most effective form of communication. This means that when you use written communication, you’re sacrificing an essential aspect of communication. If your client or customer is calling you, surely it’s because they want something or feel it’s easier to ask for information over the phone. By not answering the phone, you could be losing out on a new lead and hurt your brand. 

At Verbatim, we take our strapline “Your Call – Our Passion” seriously. We understand the importance of being available and nailing first impressions are crucial to securing new leads. We even have a quick video tutorial on making first impressions count. Part of securing new leads and maintaining customer loyalty is answering the phone with a smile. Try doing that without emojis in an email or text! Don’t waster another second, get in touch with us.


More To Explore

Strategy and Trends
Strategy and trends

How to maintain business continuity

It’s a good idea to put some time aside to make sure that your business’s contingency planning is second to none. The following steps will not just prepare you for the unknown, they can also help to improve efficiency and cut overheads at the same time.

Customer experience
Customer Experience

Outstanding customer service every time

The quality of your customer service – and your ability to make your clients happy – can make or break your business, along with your bottom line. Here are five easy ways for you to delight your customers, simply by tweaking your current approach to customer service.

Strategy and Trends

Should I outsource my customer service?

There are a number of steps you can take to choose a call-answering partner for your business. This will help you to find a reliable call handler or virtual receptionist who can offer you a high standard of service.