Customers will try to get help in just about any way you offer it to them. But one channel is still the most reliable (and probably needs the most attention).
More than 80% of customers say when they speak to a person on the phone, their issues are resolved.
So the phone is still the most effective way for customers to get the help they expect, the recent inContact Customer Experience Transformation Benchmark Study 2017 found. Even better, about three-quarters of customers also say that their issues were handled in the first call, a feat accomplished much less often in other channels like email and chat.
And that’s exactly what drives customer satisfaction most — fast, efficient, reliable answers, regardless of the channel, researchers found.
“Across all channels, consumers are not getting the fast resolution they want,” researchers noted. But companies can take steps to improve by focusing improvement efforts on the channels customers rely on most.
This graphic from inContact will show more closely how customers feel about recent experiences, plus areas where every company can take small steps toward improvement:
Source: inContact
