Business VoIP Featured Article

Phone Calls Are Still Key for Customer Acquisition

May 31, 2023

Ruby, a live virtual receptionist and chat specialist company, helps companies to meet today's customer demands for quick answers and personalized service, 24/7, 365 days a year.

Its latest 2023 call trends report has uncovered that phone calls are still key when it comes to addressing customer concerns in real-time and understanding changing business realities.

The report, which explores five key trends, including increased lead generation, rising robocalls, slightly more challenging calls, shifting workweeks, and changing seasonality in certain industries has uncovered insights from real-world conversations (62 million calls) its had over the past five years and has released them to help businesses adapt and succeed in today’s ever-evolving landscape.

With the COVID-19 pandemic which shifted relationships between businesses and customers and automation and cost-savings topping the list of priorities at most businesses, it can be easy to forget the importance of live interactions with customers. 

However, over the past five years, there has actually been a nearly 10% increase in lead opportunities over the phone, with an average of 56% of calls being from first-time callers in 2022 according to the report.

Robocalls to businesses also saw a significant increase in 2022 after a decline in 2021, costing small businesses around $3 billion annually. Other trends the report also uncovered include more frustrated callers, busier Fridays, and shifts in seasonal business for industries like insurance and financial services.

Stephanie Copeland Weber, President and COO of Ruby commented on the reports findings saying that the phone has become a vital tool for growth, as customers now contact businesses when they are ready to connect and take the next step in the buyer journey.

With this as the reality, businesses must be prepared to meet and exceed expectations by providing informed, responsive, personalized, and empathetic service to secure new customers or clients.

Edited by Greg Tavarez



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