New results published by ContactBabel, reveal that 73% say if you have a complaint – call the business.
Despite the public nature of social media, most contact centres do not believe that this channel does in fact produce a knee-jerk reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere.
Figure 1: Which channel gives the best (i.e. quickest and most thorough) response to a customer complaint? (by contact center size)
Steve Morrell
The report’s author, Steve Morrell, commented: “We might expect respondents to answer diplomatically that all channels give a similar response, but the reality is – as most customers already know – the telephone channel is still most likely to give the best service.”
“Furthermore, 43% of those respondents that track cross-channel customer satisfaction say that telephony gets higher scores than other channels, with 57% saying that there is little difference.”
“The US Contact Center Decision-Makers’ Guide (6th edition – 2013)”, is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR and strategy. It is available entirely free of charge from www.contactbabel.com.
Author: Jo Robinson
Published On: 1st May 2013 - Last modified: 22nd Mar 2017
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