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New Report Shows that Phone Calls Are the Most Popular Form of Customer Engagement for Brands

Brands often need to get in touch with their customers because of the fact that this is the sort of thing that could potentially end up allowing them to tell these patrons about their new products and services as well as talking to them about any and all problems they may have had with the services or products in question. However, the manner in which these brands communicate tends to have a strong impact on how customers view these interactions.

With all of that having been said and now out of the way, it is important to note that a new report from Hiya has revealed that around 32% of consumers prefer to be contacted over the phone. Email comes in second with it being the preferred communication mode for 20% of the consumers that answered the questions presented within the survey, and other communication methods like SMS and Video Calls fell behind in this regard for one reason or another.

Now, this is something that indicates the contacting customers over the phone makes it more likely that they’d be willing to talk to you, but another thing to note is that customers are sometimes hesitant to respond to calls from numbers that they are not already familiar with. That might have something or the other to do with the high rate of spam calls that customers generally face, with over 80 billion calls being sent out to US based consumers alone in 2021. That comes up to about 18 calls per person per month which is very high indeed.

Customers that are weary after receiving such a high number of spam phone calls might not be willing to answer a call from a brand since they wouldn’t know who is behind the call with all things having been considered and taken into account. That has resulted in 97% of businesses being interested in premium caller IDs that would set them apart from spam calls. 50% of businesses lost their loyal patrons because they weren’t able to reach them so this service might become more popular this year.
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