Over the past decade the number of customer service touchpoints has increased drastically. There’s the phone. Website forms. Email. Live chat. In-person. And don’t forget social media networks like Twitter and Facebook. But, have you ever stopped to consider which of these touchpoints is most preferred by your customers?
It’s a valid question—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
So, if your company is looking to retain loyal customers—and what company isn’t—then it’s time to take a second look at your company’s customer service strategy. And if you need a professional telephone answering service or professional inbound call centre service, we invite you talk with us: On Call Centre. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for over 40 years now.
Check out our new ebook: Have You Transformed Your Customer Service Strategy into Competitive Advantage?