When Customers Stop Answering Their Phones
65% of consumers prefer to use the phone to contact a business, compared to only 24% who say they would rather use a web forum. Around $1 trillion in consumer spending each year is directly influenced by phone calls. However, there are two issues challenging contact centers in their attempt to better communicate with consumers.
First, it is increasingly more difficult to properly contact the consumer, because consumer information is constantly changing. Every year, 37% of Americans change their name, home address, or phone number, and an estimated 5%-15% of typical CRM records can become out-of-date in a single month. How can a brand expect its contact center to connect with customers if their reps are using incorrect or incomplete information?
Second, consumers no longer trust incoming calls due to the onslaught of unwanted robocalls, phone number spoofing, and other fraud scams. In an effort to reduce the risk of phone scams, consumers are often advised to not answer the phone if they do not recognize the number. How can contact centers ensure that they are still reaching consumers with important and timely messages when consumers don't trust the call?
Neustar answers the above questions in "When Customers Stop Answering Their Phones," providing five steps an organization can take to keep the lines of customer communication open.