Messages on WhatsApp or Phone Calls: How to communicate with clients in 2025?#
May 26, 2025
WhatsApp introduced the ability to automatically block calls from unknown numbers back in 2023. With each passing year, people are becoming less willing to answer unknown and intrusive voice calls. More and more people prefer text messages over calls, especially when dealing with strangers and companies.
Let's explore why messaging is often the preferred method of communication for businesses.
Table of Contents#
Advantages of Texting Over Calling#
Comfortable communication#
A phone call is an intrusion into personal space. Modern etiquette has introduced new norms, where even friends schedule calls in advance to ensure they take place at a convenient time and with minimal distractions.
Example: A client is commuting on public transport but wants to check their order status. A phone call would be inconvenient, while a short message can quickly resolve the issue.
Conversation control#
With messaging, the client controls the pace of the conversation. They can formulate questions at their own speed and respond when they have time. Calls, on the other hand, demand an immediate response, which can be frustrating if the client is busy or unprepared.
Example: A customer wants to order delivery but hasn’t decided on the exact pizzas they want. In a chat, they can clarify details later, while a call would require an immediate decision.
Ignoring unknown numbers#
Many people feel anxious about answering phone calls, even for simple inquiries. The pressure of responding instantly to a voice can be stressful. Receiving a message via chat allows the client to choose when and how to reply, making the interaction more comfortable.
Example: You want to conduct a customer service survey, but clients may be unwilling to talk over the phone. However, they can easily answer a few questions via text messages.
Time efficiency#
For businesses, quick information exchange is crucial. With messaging, a client can multitask without being tied up in a long conversation. Additionally, if clarification is needed, messaging allows for quick sharing of files, photos, or links instead of lengthy verbal explanations.
Example: In an online store's customer support, messaging speeds up the return process. Instead of lengthy discussions, the client simply sends a photo of the defect and receives a response without a call.
Another example: Answering "Is this in stock?" takes 5 seconds in a chat but 2-3 minutes in a call.
Retaining important information#
WhatsApp conversations are stored and serve as a convenient archive of interactions. Clients don’t have to remember details, write down numbers, or ask for information to be repeated. This reduces misunderstandings and errors.
Example: When booking a hotel, the check-in date, price, and cancellation policies remain in the chat. A phone call would require the client to remember or manually record all the details.
Adapting to new generations#
Millennials and Gen Z grew up in the digital era. For them, phone calls feel outdated, while texting is the norm. Many of them are used to communicating with multiple people at once, whereas calls demand full attention. Businesses must adapt to modern communication habits to remain convenient and competitive.
Communicating with clients in different languages#
As your business expands, the likelihood of having international clients increases. Understanding a text message is far easier than training support and sales specialists in multiple languages.
Example: A client asks a question that the current specialist cannot resolve, but the entire conversation can be forwarded to another specialist without losing any context or wasting time.
Are calls still necessary?#
While text communication is convenient, calls are still relevant in certain situations:
- When a client wants to resolve a conflict quickly;
- When an urgent solution is needed and messages are too slow (e.g., emergency bank support);
- When tone and emotions are important (negotiations, complex issues, personalized service);
- When the client prefers voice communication.
Conclusion#
Businesses that value their clients' time and comfort gain a competitive advantage. Integrating messaging through WhatsApp API enables companies to respond promptly to inquiries, maintain conversation history, streamline teamwork, and much more.
Companies using WhatsApp for communication not only enhance efficiency but also improve customer loyalty.
We wish you success in growing your business and recommend using GREEN-API to develop your WhatsApp integrations.