Communication in our digitally connected world has never been easier–and more complicated. With the power of our devices glued to our fingertips, we’re given two options: calling vs. texting – which type of communication will be better for our businesses?

The answer? It depends. It doesn’t have to be either/or. However, knowing which method to use in certain situations will make all the difference in how effective you are in connecting with your audience. 

So, how do you decide which is appropriate for your business? Let’s dive into the pros and cons of both methods to help you navigate the communication landscape and become a more effective communicator.

Know Your Audience Preferences

Communication is hardly a one-size-fits-all. Different people have different preferences, so knowing your audience is vital. 

Generally, younger generations lean towards texting (are you even surprised?). In fact, a whopping 75% of millennials consistently choose texting over taking calls. They appreciate texting because it’s convenient and non-intrusive to their daily routines while being able to multitask and maintain conversations without needing an immediate response. They feel in control because they can respond on their own time. 

On the other hand, older generations often value the personal touch of a phone call. They appreciate that hearing someone’s voice adds an emotional connection that you can’t quite replicate in text messaging. A call conveys warmth, sincerity, and nuances that text messages might miss.

What are you communicating?

What type of information you communicate will also affect how you reach out to your audience. Are you confirming an appointment? Sending a promotion for a new item in your store? Consider sending a text since they don’t require a more personal touch.

Or is a customer having a complex issue that requires more care and attention? You’ll want to reach out to them with a phone call since it will require immediate responses and a warm voice.

So, before deciding on calling or texting, consider who you’re communicating with and what you are trying to communicate. Tailoring your approach can help the effectiveness of your communication and show that you respect the other person’s preferences. 

Know when to call vs. text

Figuring out when to call and when to text is essential, especially in business. Miscommunication can lead to mix-ups, missed chances, or even hurt relationships. So, let’s explore the pros and cons of both calls and texts to help you make the best choice.

When calling works best

Benefits

1. More active engagement: Phone calls demand immediate attention. When you’re on a call, both parties are actively engaged in the conversation, which can lead to more productive discussions. There’s little room for distractions, and the dialogue flows naturally, allowing for spontaneous ideas and feedback.

2. Better emotional connection: Hearing someone’s tone, inflection, and laughter adds depth to the conversation. It allows for emotional nuances that texts simply can’t convey. For example, expressing sympathy, enthusiasm, or urgency is often more effective through voice. This is one reason why calling is better than texting—it fosters a stronger emotional bond.

3. Instant feedback: Phone calls provide real-time responses. You can ask questions and get answers immediately, making it easier to clarify points and avoid misunderstandings. This feedback can be crucial when time-sensitive decisions need to be made.

4. Solve problems quickly: Complex issues often require explanations. A phone call can expedite the problem-solving process by allowing for back-and-forth dialogue. It’s easier to explain intricate details, address concerns, and brainstorm solutions in a conversation rather than through lengthy text messages.

Cons

1. Less time-efficient: Calls can be time-consuming, especially if they stray off-topic. Scheduling calls can also be challenging due to conflicting availability. In some cases, what could be resolved with a quick text turns into a 30-minute conversation.

2. Lower response rate: Not everyone answers their phone, and missed calls can lead to delays. Voicemails may go unheard, prolonging communication. Roughly 80% of people don’t even bother to leave a voicemail, and in today’s world, many people screen their calls, especially if they don’t recognize the number.

3. Limited reach: With calls, you’re not able to reach a large number of people at once like you can with a single text. Calling your clients one by one is a time-consuming process and can take much of the day.

When to call

• Resolving Complex Issues: If the matter at hand is complicated, a phone call can help ensure all details are clearly understood. Discussing project requirements or negotiating contracts is often more effective over the phone.
• Communicate Sensitive Information: Delivering bad news or discussing confidential matters is often best done over the phone to convey empathy and ensure privacy. A phone call allows you to handle delicate situations with the appropriate tone and care.
• More In-Depth Discussion: For brainstorming sessions or detailed explanations, a call allows for a more thorough exchange of ideas. It promotes collaboration and can lead to more innovative solutions.

Where texting shines

Benefits

1. Cost-effective: Texting is generally cheaper than making phone calls. Mass texting campaigns are great when blasting out new sales and promotions.

2. More personalization & customization: Texts can be tailored with emojis, GIFs, or links, making the conversation more engaging and personalized. This can help in marketing campaigns to catch the recipient’s attention and convey your brand’s personality.

3. Multi-media communication: You can easily share images, videos, or documents via text. This is particularly useful when visual aids are necessary to complement your message.

4. Highly convenient; non-intrusive: Texts can be read and responded to at the recipient’s convenience without interrupting their current activities. This respect for their time can improve customer satisfaction and response rates.

5. Higher open rates: People are more likely to read texts than answer calls or listen to voicemails, ensuring your message gets seen. Text messages have an open rate of around 98%, making them a powerful tool for reaching your audience.

Cons

1. Passive engagement: Texting doesn’t demand immediate attention, so responses may be delayed or quickly forgotten. This can be problematic when quick decisions are needed.

2. Harder to solve complex problems: Detailed discussions can be cumbersome over text, leading to potential misunderstandings. Important nuances might be lost without vocal tone or immediate clarification.

When to text

• Confirm/schedule appointments: Quick confirmations or reminders are perfect for texts, ensuring clarity without taking up much time. It’s an efficient way to reduce no-shows and keep everyone on schedule.
• Deliver promotions: Inform customers about deals or new products efficiently through text messages. With high open rates, promotional texts can effectively boost engagement and sales. Businesses on average get a return of $71 for every $1 spent in SMS!
• Customer feedback: Short surveys or requests for reviews can be conveniently sent via text. This makes it easy for customers to provide input, which can be valuable for your business.
• Casual conversation:  For informal check-ins or updates, texting is a low-pressure way to stay in touch. It’s less intrusive and allows the recipient to respond at their leisure.

Use both to your advantage

So, texting or calling – which one will be better for your business? Smart businesses would be wise to use the advantages of both calling and texting. Understand your audience’s preferences and what information you’re communicating, and use it to connect with your audience more strategically.

About Upfirst

Are answering phone calls distracting you from getting your work done? At Upfirst, you can let smart AI answer the phones for you, schedule appointments, answer common FAQs, take messages, and so much more – all so you can stay on task and focus on doing more of what you love. Join the waitlist today!