Mobile is an additional channel to connect with consumers vs. a replacement channel, especially in some industries. Connecting the knowledge gained through digital consumer interactions to human conversation - without missing a beat - will distinguish the leaders and reward them.

"According to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. The majority of respondents would call instead of reach out online because they’re looking to get a quick answer (59%) or talk to a real person (57%). The study also found that consumers are more likely to call a business when making a high-value purchase in verticals such as auto, finance, or travel."

Your Customers Still Want to Talk to a Human Being