Opportunity to provide voice channel insights and predictions for 2023
The voice channel continues to evolve to keep pace with the evolution of trust, loyalty, and expectations of customer-brand relationships, as well as technology.
Each year, Hiya analyzes billions of calls and surveys thousands of consumers and businesses worldwide to better understand, identify, and break down key insights to understand how businesses and consumers are using the voice call to communicate. The end result? Our annual State of the Call report.
Help inform this year’s report! In preparation for our 2023 report, we’re looking for insights from our customers across all different industries, levels of experience, and geographies.
We’d like to hear your perspective on the voice channel, including:
The biggest changes you’ve seen over the past year
Highlights and challenges
Trends you have seen
Predictions for 2023 and beyond
.
Fill out the form to let us know that you are interested and a member of the Hiya team will be in touch!
Here are some of the insights we uncovered in our State of the Call 2022 report:
94% of consumers think unidentified calls are fraudulent.
Consumers received an average of 144 spam calls last year—58% of which were fraudulent.
41% of customers prefer a phone call to resolve customer issues.
When customers don't answer, business performance suffers.
A majority of consumers received a fraudulent spoof call—one where the caller was impersonating a business.
Businesses still prefer the voice channel as a means of communicating with customers above all other channels.
