Today’s customers have a new voice. Their questions, challenges, and expectations are rapidly changing with the world around them. However, the key to providing exceptional experiences remains the same as ever—and it starts with listening.
Phone conversations continue to provide important insights into the needs of modern consumers. By asking the right questions, organizations of all sizes can better understand their audience in order to improve service and identify opportunities for growth. These include:
Ruby’s 2022 call trends report explores these questions while highlighting the continued importance of optimized customer communication. We encourage small businesses—from solopreneurs to teams—to use the findings below as a framework for improving customer experiences and attracting more prospects.
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Ruby’s solutions and the findings of the 2022 call trends report are geared towards US-based, service-oriented companies. This report covers calls Ruby's small business customers received from January 1, 2020 through December 31, 2021—a total of 11,969,791 calls in 2020, and 13,391,523 calls in 2021. Industries represented in the report include legal services, financial services, home services, business services, healthcare, real estate, retail, nonprofit organizations, and more. Expanded insights related to specific industries can be found in sections 2 and 4.