As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance.
While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service. Let’s review some recent industry data and see why.