There are many channels available to customers to help troubleshoot problems and manage other customer service issues. There’s email, chat programs as well as the tried and true telephone. But which of these do customers use the most? And which were they the most satisfied with? A recent post on Zendesk sheds some light on these issues.
Let’s start off with an interesting statistic: 45 percent of customers are willing to use whatever channel is available to them, and willing to wait as long as it takes to get their issue resolved. Breaking the numbers down further, 54 percent tried to get an issue resolved by calling customer service, 48 percent tried the same with email, 27 percent tried an online help portal, and 26 percent actually visited the store. In this era of online communications, the fact that a good percentage of people still use the phone or visit the actual store is very telling. No matter the channel, customers prioritize speed of response and its resolution, but not far behind is the friendliness of the representative. And how did things go once they started looking for resolution? 59 percent got results within 30 minutes of calling, and 75 percent got results within a day of emailing. Clearly, the phone is still a popular way to resolve help desk issues, so don’t discount it just yet.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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