Over the past decade, the number of customer service touchpoints has increased drastically. There’s the phone, website forms, email, live chat, in-person… the list goes on. And don’t forget social media networks like Twitter and Facebook. But have you ever stopped to consider which of these touchpoints your customers prefer?
It’s a valid question—and one that Oracle set out to answer. Their research revealed the following:
- 40% of customers prefer phone
- 29% prefer face-to-face
- 18% prefer email
- 13% prefer chat
Clearly, customers prefer customer service over the phone!
If your company is looking to retain loyal customers—and what company isn’t?—it’s time to take a second look at your customer service strategy. Whatever your business, you could benefit from a professional telephone answering service. Talk with us to discuss your needs and how we can provide your company with customer service over the phone. We’ve been providing answering services to clients in Ottawa, Montreal, and Toronto for more than 40 years.
Learn more about offering customer service over the phone in our new ebook. It’s called “Have You Transformed Your Customer Service Strategy into Competitive Advantage?”
The post Customers Prefer Customer Service Over the Phone appeared first on On Call Centre.
Technology as an Ally: Assessing Call Centre Tech Advancements
Call centre technology is changing the way agents solve customer concerns. Learn about the most common tools and their impact on customer service.
Beyond Borders: Cultural Alignment and Global Connectivity
Cultural alignment requires understanding various cultures and respecting cultural differences. This blog discusses methods to achieve it.
Fostering Loyalty: Call Centres as Pillars of Customer Retention
Building customer loyalty is essential to business growth, and one way to foster it is through customer service. Learn how in this blog.
Human Touch in Digital Times: Evaluating Employee Training and Retention
The human touch remains crucial in today’s digital landscape. Learn how effective call centre training programs and retention strategies elevate service quality.
Voice of the Customer: Assessing Satisfaction in Call Centre Services
Learn how customer satisfaction metrics like NPS, CSAT, and FCR shape call centre quality and foster customer loyalty.