Inbound calls serve as customer marketing channels as COVID-19 leads to a surge in voice calls

BIA Advisory Services anticipates US businesses receiving over 170 billion inbound mobile calls in 2020.

The number of voice calls in the US has significantly increased since the COVID-19 outbreak, leading marketers to leverage inbound calls for better marketing opportunities. Verizon reported over double the number of phone calls daily. AT&T saw similar trends across mobile phones, landlines, and Wi-Fi calling.

A cited research from BrightLocal states 60% of US consumers prefer contacting a business by phone after finding them online. Marketers prompting consumers to initiate calls saw 28% higher retention rates and 30% faster conversions, as per Pick up the Phone.

Further, the average consumer spend increased 28% on calls. A Forrester report found that 94% of marketers are either using, piloting, or planning to use inbound calls as a customer marketing channel.

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