December 12, 2022 at 9:00 a.m.

By Evelyn Witterholt.

Ruby sheds some light on business and customer trends with their latest trends report.

In 2020 and 2021, the leading virtual receptionist company Ruby answered over 25.3 million calls. They used this massive number of calls as an opportunity to track trends in small business customers, including why they are calling, when they are calling and what kind of experiences they like to have. This year, they released their Call Trends Report, which highlights these trends in customer calls as well as the impact these calls have on the businesses themselves.

Their four key takeaways from the report are:

Businesses are having a comeback 

Ruby has reported an increase in incoming calls from customers. Although businesses have seen a decrease in calls outside of working hours, “these calls are increasing in frequency year over year, up to 3.2% in 2020 to 3.8 in 2021.” This indicates that many businesses are still thriving and readjusting to the post-pandemic world.

Businesses have improved their marketing 

In 2021, 12.1% of incoming calls were marked as inbound leads. While this average was consistent for most of the year except for March 2021 which was slightly higher. This increased lead number shows that businesses are becoming better at marketing their brand and reputation.

Consumers will more likely expect 24/7 availability 

Although the Monday-Friday, 9-5 schedule is the standard for many businesses, Ruby did see an increase in after-hour calls. They state that this “points to a gradual but critical shift in customer expectations around business availability.”

Consumers want more empathetic service 

It should come as no surprise that customers prefer more personal, empathetic service when they call a business as opposed to a robocall. Call volume is on the rise in multiple business sectors, but Ruby says that their report still indicates year-long stability. They state that this “may be indicative of these organizations’ ability to pivot into more consultative roles.”

Read the full trends report to learn more about growing your business. 

Learn more about Ruby in their directory or visit

About Evelyn 

Evelyn works as a writer for RoofersCoffeeShop, MetalCoffeeShop and AskARoofer. When she isn’t writing about roofing contractors, she’s either at the gym lifting weights or curled up on the couch watching a movie.

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