The report was based on data from a survey conducted in 2018 among consumers age 18 and older in the United States.
Some 57% of respondents said they had addressed a customer service issue/inquiry by phone in the past year, the highest share for any channel.
However, consumers' affinity for receiving customer service via phone appears to be waning: 43% of respondents in the 2018 survey said it is their preferred channel, compared with 49% in a 2015 survey.
Consumers of different generations have distinctly different customer service preferences, the researchers found.
For example, some 64% of Millennials say they prefer digital channels (email, social media, etc.) for customer service, whereas only 45% of Boomers prefer digital channels.
Less than half of consumers find any customer service channel easy to use.
The two highest-rated channels for ease of use are phone support (48% of respondents say it is typically easy) and online chat (47%).
About the research: The report was based on data from a survey conducted in 2018 among consumers age 18 and older in the United States.
Continue reading "How Customer Service Preferences Are Changing" ... Read the full article
MarketingProfs provides thousands of marketing resources, entirely free!
Simply subscribe to our newsletter and get instant access to how-to articles, guides, webinars and more for nada, nothing, zip, zilch, on the house...delivered right to your inbox! MarketingProfs is the largest marketing community in the world, and we are here to help you be a better marketer.
You may like these other MarketingProfs articles related to Customer Experience:
- Building Better Customer Outcomes With a Customer Experience Quality Framework
- You Don't Close a Deal, You Open a Relationship
- Four Ways to Reduce Churn and Create a Companywide Culture of Customer Success
- How to Meet Customers' New Expectations With Tried-and-True Customer Service Best-Practices
- Voice-of-the-Customer Data: The Key to Human-Centered CX