Business is bouncing back, according to Ruby’s 2022 customer call trends report, which catalogues and analyzes 25.3 million customer-service calls received by small businesses from 2020 to 2021. Key findings include:
- Ninety-two percent of phone calls represent opportunities for business growth.
- Small businesses receive the highest call volume from 5 a.m. to 11 p.m. ET.
- Call volume on Friday is 12.92% lower than the peak on Tuesday.
- Businesses receive fewer calls outside of working hours.
- Frustrated callers are more infrequent between January and April.
What does this mean? Among other things:
- Businesses are bouncing back after an unpredictable period in the market, with an overall increase in incoming customer calls.
- More customers expect 24/7 availability.
- Consumers seek small-business services year-round.
- Businesses are better at marketing themselves.
For the full report, visit ruby.com/2022-call-trends-report.
