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Posted by Kate Leggett on April 29, 2013
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:
Our customer service survey data, based on an analysis of over 7000+ consumer inputs, also tell us that customers want quick, easy, effortless service, with 71% of survey respondents stating that “Valuing my time is the most important thing a company can do to provide me with good customer service".
However, the satisfaction of customers with interactions on these channels often miss the mark.
What does this mean? Focus on deploying communication channels that your customers want to use, and that are consistent with your value proposition to your customers. When you add new channels to your mix, ensure that you follow maintenance best practices so that you can support your customers to the level that meets their expectations.
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