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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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! / 

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