According to Neustar's study "The State of Outbound Communications in 2022", most surveyed companies' voices and digital channels are not aligned.
As per the report, while businesses are increasingly investing in improving customer experiences, only under 50% use contact strategies that could aid in a multi-channel approach. But those who have, saw many benefits, including better answer rates, right-party contacts, operational efficiency, and heightened customer experience and revenue growth.
Findings also suggest that outbound communications are tied to the success of this goal. The majority (87%) of respondents agree that phones are the most challenging outbound communication channel for reaching customers. Over 90% of respondents attribute this barrier to customers' concerns over potential fraud, robocalls, and call spoofing.
However, those adopting and optimizing customer contact solutions report that they have seen an increase of around 57% in customer retention rates. Additionally, 62% of customer contact solution users claim their regulatory compliance improved.
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[3 minute read]
