It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity as the preferred channel, according to a recent survey from Genesys on how consumers want to contact customer service.
It’s no news that consumers want customer service to be accessible at all times and on all channels, be it voice, e-mail, web chat, SMS, or via a mobile app, but it is news that email seems to have displaced the phone.
Add to this the fact that 51% of customers use the company website first to resolve their questions before calling customer service, and it’s clear that a company’s website must be helpful to its customers!
