Dial 1-800 For Customer Service
May 20, 2008 2 Comments
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.