New research conducted for mobile solutions company Marchex by Forrester Consulting indicates that U.S. customers who initiate an inbound call convert faster, spend more, and churn less than customers who do not. According to the study, 60 percent of U.S. marketers report that prospects who initiate an inbound call convert to customers an average of 30 percent faster than those who do not.
The study, as reported by MediaPost, indicates that inbound calls:
- Contribute to over a quarter of all sales. Marketers say that customers who initiate an inbound call at some point in the customer journey comprise an average of 27 percent of their overall sales
- Marketers from organizations that use ads that prompt their customers to initiate an inbound call report that their other channels, online and offline, are more effective at increasing customer engagement than those who are not employing ads that prompt a call
- The more engaged phone customer is more likely to convert faster, spend more, and churn less, making these customers more valuable to organizations.
When marketers compare customers who initiate inbound calls vs. those who do not, they find the inbound callers:
- Convert faster. 60 percent of marketers say that those who initiate an inbound call convert an average of 30 percent faster
- Spend more. 60 percent of marketers say that those who initiate an inbound call spend an average of 28 percent more
- Have a higher retention rate. 54 percent of marketers say that those who initiate an inbound call have a 28 percent higher retention rate.
The full study is available from Marchex: http://pages.marchex.com/your-best-customers-are-calling.html
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