Dial 1-800 For Customer Service

In my research report called How Consumers Research, Buy, And Get Service, we looked at which channels US consumers prefer to use for getting customer service support. Here’s what we found:

  • Speaking to a rep over the phone (45%)
  • Going to a store/branch (36%)
  • Sending an email (6%)
  • Using a Web site (5%)
  • Online chatting with a rep (3%)
  • Using an automated phone app (2%)

As you can see, consumers overwhelmingly prefer in-person interactions; 81% chose either a phone rep or a store employee for customer service support. That’s why I said in a post that we won’t see self-service replace customer service anytime soon.

I also analyzed customer service preferences by generation and found that:

  • For every generation except Seniors (63+ years old), the phone is the most popular option. Seniors are most interested in going to a store.
  • Gen Xers (28 to 41) are the group most enamored with using email and have the lowest interest in going into a store.
  • Gen Yers (18 to 27) are the group most interested in the Web and online chatting.
  • Younger Boomers (42 to 51) are the group most interested in using phone self-service applications.

The bottom line: Great customer service is often just a phone call away.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to Dial 1-800 For Customer Service

  1. . Great Time management, it’s how effectively you utilize your time.
    God has been unbiased about one thing; he has made 24 Hrs a day for every body.
    Most of the modern management is talking about multitasking and multiskilling, and as with lean management structure ever body is customer centric so tale services can be very effective as you say.
    Ultimately the delighted customers pay you salary. Delight them with
    best service.

    Your blog is very very informative

  2. Pingback: Avoiding Errors: It’s Not Your Fault! / 

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: