In the rapidly evolving landscape of customer communication, businesses face a pivotal question: Should they prioritize texting or calling? The answer isn’t straightforward, as both channels offer unique advantages. Understanding when and how to use each can significantly impact customer engagement and satisfaction.

Phone calls remain the lifeline of customer interaction, yet businesses face a mounting challenge: accurately tracking call outcomes and measuring performance across departments. When you're handling thousands of calls monthly, the data gets messy. Customers call whatever number they find first, regardless of whether they need sales, service, or support. As a result, businesses become overwhelmed—instead of analyzing and coaching calls for better outcomes, they're stuck just trying to classify them correctly.