The evolving role of the phone call
In this, the second whitepaper in a series by ResponseTap, you can look at the evolving role of the phone call in the marketing mix. The results, coming from a major piece of international research, represent 4,000 UK and US and how they interact with brands on the phone.
The data looks at the impact of the phone call in the customer journey and therefore this whitepaper focuses on five core elements of that journey:
- The online to offline experience
- Building a customer profile
- The human voice as the relationship milestone
- Building brand equity
- Creating a seamless experience for the customer