Customers Prefer Phone Calls in Many Cases
Here's how to break through and use calls effectively
With much of the country suddenly forced to work remotely, the massive rise in video calls became a big story in 2020. At the same time, there has also been an upsurge in phone calls.
In April, Verizon said it was handling an average of 800 million wireless calls a day — more than double the number typically made on Mother's Day, normally the busiest day of the year. Later that month, AT&T reported a 94 percent increase in WiFi calling minutes on its network compared with a weekday last year.
But calls were popular even before the pandemic and are an important part of an omnichannel support strategy to engage with and help customers. People often prefer phone calls when it comes to handling customer-service issues, particularly when in-person interaction isn't an option, according to surveys.
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