Call Me: Phone calls remain customers’ preferred method of business communication, survey shows

Toronto, Ontario – According to an updated report by Hiya–a performance management cloud–phone calls remain consumers’ preferred method of communication when dealing with collision repair. 

Hiya’s survey, which polled more than 2,200 business workers, 13,000 customers and 600 network carrier-decision makers throughout the U.S., Canada, the U.K, Germany, France and Spain, found that when it comes to interacting with collision repair facilities, 39 percent of consumers prefer voice calls. 

Comparatively, 19 percent of customers would like to be contacted through email and just 5 percent would like to be contacted through text messages. 

A separate customer service survey by the cloud-based call centre platform TCN, reiterated Hiya’s findings, determining that 53 percent of consumers still prefer to interact with a live person. 

The 2023 survey of 1,000 U.S. adults also found that as it relates to the quality of customer service, 54 percent of customers polled said a willingness to help was the most important feature of a business; 59 percent named “the ability to solve my issues” as a top quality; and 47 percent said that a business being knowledgeable about the product or service was key. 

The 2023 survey also noted that more than 70 percent of American customers were likely to abandon a business after a single negative experience. 

With this data, in a world of ever-shifting technology advancements, Hiya shows that at least in one regard, old-school can tech still get a passing grade. 



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