We recently conducted a study of US consumers to better understand how they use the phone channel, especially when it comes to personal, complex or urgent issues with businesses. As we suspected, 80% of consumers said the phone is an important communications channel.
It seems there’s nothing like a phone call to quickly resolve an issue. But, when interacting with businesses, consumers are faced with a growing conundrum. With the increase in robocalls, call spoofing, scams and fraud, each interaction seems fraught with alarm, making us all wonder: Should I answer this call?
If businesses don’t take steps to reassure consumers it’s really them calling, and leverage technologies to better ensure customers’ protection, will continue to take their own precautions.
Download our eBook for a deep dive into study findings.
