What are the most effective Customer Service Channels?

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Everyone has experienced this moment. The one where you decide to make a request to a customer service. You send a message, you wait for a response... You wait... For a long time, sometimes too long... It annoys you and leads you to use other communication channels. Think about it for your business so that your customers can reach you easily and quickly via their preferred channel.

CM.com
CM.com
SUMMARY
The telephone remains the protagonist of customer service channels
Email exchanges should be faster
Face-to-Face Customer Service: Personal, Fast and Rewarding
Chatbots: source of frustration or good self-service solution?
Live Chat to Meet Consumer Expectations
WhatsApp, Telegram and WeChat: keep it simple and fast
What are the Factors that Influence the Choice of Communication Channels?
46% use multiple channels at once
Preparing for the new generations
42% feel impatient during customer service interactions
Every Customer Service Interaction is Unique
Live in the present moment
So what are the most effective Customer Service Channels?
It’s a fact: there’s no single best customer service communication channel that works for every business. owner/partner/shareholder email lists Every business, every person, and even every situation requires a different approach. Customer types, urgency, emotions, personal preferences, and time of day all come into play. At CM.com, we surveyed over 7,000 consumers—including 1,023 Americans —to better understand their customer service behavior, preferences, and expectations. Use this data to help you find the most effective customer service channels for your business.

In this article, learn about the most popular channels and what factors influence the choice of channels used.

The telephone remains the protagonist of customer service channels
Phone remains the preferred channel for customer service, with 69% of consumers preferring to use it. Customers appreciate being able to speak directly to a live person to resolve their issues. Phone support is known for its fast response times. Consumers expect to be helped within 9 minutes.

Most respondents (88%) want it to be as easy as possible to reach a business by phone. They expect to find the phone number on the company’s website. However, four out of five people say they only call in an emergency. More than a third of them are nervous about dialing the number. When considering the age of the respondents, an interesting trend emerges. Younger people are more nervous about calling a business than older people.


Just under half of respondents consider that contacting customer service is synonymous with confrontation. This figure rises to 87% in France.

Research report contacting customer service by calling makes me nervous

Most people were grateful when asked what emotions they usually feel after receiving telephone support. The personal approach is still appreciated. Although the role of the telephone may change, this channel will not disappear. Think about it and maintain an impeccable quality of service by telephone.