Forrester Data Shows An Explosion Of Channels For Customer Service With Inconsistent Satisfaction Ratings

We know that consumer preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and  demographics. Our 2013 data about communication channels that customers use for customer service is available in my lastest report, and key data points from this report can be found in my latest blog post. Key takeaways are:

  • Consumers want to use more, rather than fewer communication channels for customer service.
  • Consumers are using a set of new channels were not statistically significantly used 3 years ago. For example: SMS, click to call, screen sharing, virtual agents
  • Online and digital communication channels are becoming increasingly utilized for customer service
  • Voice is still the most widely used channel, with a 73% utilization rate. This percentage has not changed in the last 3 years.
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