I’ve read a lot of customer service reports lately that show, in 2014, the telephone still remains the preferred customer service channel. The NICE Global Customer Experience Survey shows that 88% of more than 1,000 respondents still rate the telephone as their most-preferred channel. A 2014 State of Multichannel Customer Service Survey commissioned by Parature found a lesser, but similar bias, with 43% of 1,000 respondents favoring the phone.
Forrester Research polling also supports the same, with more than 7,000 respondents saying telephoning a live agent was their most-used customer service channel (73%), with self-service FAQs on a brand’s website coming in second at 67% followed by email, chat, click-to-call, communities, screen sharing, virtual agent, texting and social media.
Hold the Phone
So while we are left to read here that one of the oldest, most high-cost, high-touch channels available still rules the roost for customer service in the 21st century, we also need to read into this. Read More