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

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 02, 2020, 8:59 AM UTC

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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