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.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

2 thoughts on “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

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