Retail companies looking to digitally transform don’t need to fix what isn’t broken. Instead, these brands need to meet customers where they already are and adhere to their communication preferences — which currently, perhaps surprisingly, points to voice. Vonage’s latest global research shows voice calls are a top-two preferred communication channel by consumers when connecting with brands, and this is likely to increase in the coming year.
In fact, 73% of consumers currently connect with businesses via voice calls, and one-third plan to do even more business through voice in the next year. However, when considering voice as a channel, it’s not just about making phone calls. Rather, voice is a tool brands can implement to ensure effective communication both internally and externally.
