Obtaining information: telephone is often more important than the Internet
During the pandemic, uncertainty has grown as to how accurate the information on the internet is. That's why people looking for information prefer to pick up the phone, as a survey by Spitch shows.
More and more people prefer to pick up the phone to ask a direct question instead of searching for answers themselves on the Internet. This is shown by an expert survey conducted by Spitch, a provider of voice and text dialog systems.
According to the survey, almost two thirds of the 100 experts questioned noted a clear shift in communication behavior in favor of direct telephone contact. The study cites uncertainty in the face of the pandemic as the reason for this.
According to the survey, 59% of experts attribute the sharp rise in call volumes to numerous companies and authorities to the fact that "many people have lost confidence in the accuracy of information on the internet". 84% of the experts are of the opinion that "the internet has lost its importance as a reliable source due to the flood of information".
Due to the constant changes to the coronavirus measures and the impact on their own life situation - for example when booking travel, dealing with authorities, events or vaccination appointments - "people prefer personal advice over the phone", according to 62 percent of those surveyed.
According to the survey, people are most likely to pick up the phone when it comes to a personal matter (82%) or an urgent problem (81%). In any case, the telephone is the first port of call for questions relating to personal health (61%) and personal finances (59%). According to 59% of experts, telephone contact is also particularly popular when people are looking for advice rather than just information.
