How often do you answer calls from unknown numbers?
With cold callers competing for our attention it’s no surprise that 67% of customers say they won’t answer their mobile phone if they don’t know who’s calling. For businesses that rely on phone calls to make sales, this presents a serious problem. Especially considering that 51% of businesses say voice telephony is the channel most likely to get attention and 47% report that it gets the best response rate. Read More
Reaching and getting the attention of the younger generations is no easy task. There’s no doubt that their use of technology is vastly different to that of older generations. Gen Z, in particular, have spent the majority of their lives surrounded by technology. This shift has transformed the way they want companies to contact them. Read More
- Customers are most actively open to ‘real-time’ communications such as receiving phone calls and texts when there is an immediate benefit to them. Companies who rely on email will miss out on building valuable relationships with customers.
- 69% of customers state that they are happy to be contacted about new products and services. However, only 24% of those surveyed stated they would be happy if that contact was by call, message or app alert. This is inconsistent with actual customer behaviour, as 48% of under 40s browsed or brought new products or services from their mobile in response to a call or message.
- Businesses should not expect to get results from calling alone. 67% of customers are reluctant answer their mobile phone if they don’t know who’s calling. So, it’s important to give people as much information as possible.
- 41% of customers say they are more likely to engage if businesses follow up a missed call with a text message they can respond to in their own time. In fact, sometimes a text alone is enough. 73% have reacted to a text message from a business, and 23% have been prompted to review a deal or contract coming to an end e.g. insurance or mobile contract.
- 78% of those surveyed say that a quick text is all they need to remind them of an appointment or delivery, and 73% have remembered to make, change or cancel commitments to service providers in response to contact via mobile.