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The State of Customer Outreach: Top Ten Findings for Retail


According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, eighty-eight percent of retailers surveyed said that the phone is their most important outbound channel, and eighty-six percent said it’s the most used channel.

However, customers aren’t answering their calls due to “unknown caller” labeling, the fear of call spoofing, fraud, and customers not trusting calls.

When we asked respondents what capabilities are important to help increase their company’s right-party contact rates, they confirmed the best number to call clients on and reliable and accurate caller name information displayed for inbound and outbound calls matter. But with only twenty-six percent of retail organizations having implemented a customer contact solution, there is demonstrable room for improvement.

Retailers can look to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach customers on the right day at the right time. In addition, solutions like branded calling can help retailers protect their brand and reassure customers that it’s really them calling.

Read the eBook to learn what retail organizations said about:

  • How improving the voice/digital experience is closely linked to improving the customer experience
  • How top challenges include reliance on manual planning for cross-channel communications and messaging silos by product and brand
  • What features respondents feel are most important to improving right-party contact rates, like intelligence that indicates best day and times to reach customers

Download the eBook

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