It’s pretty clear that the phone call is still top dog.
69% of businesses have seen a growth in inbound call volumes in the last two years, with 52% of those businesses saying the surge in traffic is due to customers wanting to speak to a human.
In fact, 46% of consumers have even bought elsewhere or cancelled a contract, simply because of difficulties getting in contact.
Keep your customers happy by understanding the reasons behind why they choose to pick up the phone.
- Quality conversations: 45% of customers feel happier when they can speak to a real person on a phone call. Customers feel like their issues or queries are being dealt with properly and being accounted for.
- Faster response: 56% of customers believe calling up a business to get assistance is the fastest way for them to get a response. They feel reassured knowing there is someone on the other end of the line devoted to assisting them.
- Resolve urgent queries: 73% of customers make a phone call to quickly arrange or change an appointment or meeting. Customers will pick up the phone if they need something important doing and they need it doing now.