Even today, users demand multi-channel communication but they still prefer voice. And this is a good thing, telephone is the best medium for long-distance business-client communication. But phone has a downside: it’s untrackable.

Phone calls are a barrier between online and offline that don’t allow tracking. When a user makes a call to...

The usage of email, chat and social media for interacting with companies is an increasing trend but phone-based communication is not declining and, despite the variety of channels available, customers still rely heavily on the telephone. The data comes from a survey to 7,000 consumers in seven countries that aimed to to find out more about the gap between consumer expectations and what shoppers experience in the real world.

According to the survey customers demand that brands offer support through a ...