Both CallRail and Marchex found significant increases in calls over the Black Friday weekend.
Calls are dying, the conventional wisdom goes. Nobody wants to talk on the phone anymore.
Overall, volumes may be down because of alternative channels (messaging, text, chat, email, social media), and millennials may tell surveys that they never want to talk on the phone with anyone. But the reality is something quite different.
In many contexts, call volumes are growing. Significantly, that includes Black Friday weekend. Two recent studies, across a wide range of industries, confirm an increase of shopping-related calls over the all-important post-Thanksgiving holiday shopping period.
A study by CallRail found triple-digit call volume increases on Black Friday, Cyber Monday and Green Monday:
Our analysis reveals that call volume on both Black Friday and Cyber Monday has more than doubled year-over-year. Black Friday call volume increased by 107.32 percent, while Cyber Monday call volume increased 110.75 percent from 2015 to 2016.