Volume of customer need for information and service
The primary factor that drives the customer to contact and request assistance is the customer's need for information or service both before and after purchase. The incidence of problems and needs will vary according to the complexity of the product.
This matter is also an opportunity to generate an excellent customer experience via phone calls. Your customers must have a channel where they can reach out effortlessly and get assistance. Most of the time, as soon as their concern is resolved, they'll be happy to continue doing business with your company and may even become loyal customers.