Social Media Requires the Least Customer Effort

According to our poll, most contact centre professionals believe that the social media channel requires the least customer effort, whilst the voice channel needs the most.

Poll – Which Channels Have the Highest Customer Effort? – answers

Voice – 60%
Self-service – 36%
Email – 28%
Web chat – 12%
Social Media – 10%

Source: Call Centre Helper webinar: Innovation that Makes Customers’ Lives Easier     Sample size – 110       

Published On: 22nd Apr 2015 - Last modified: 18th Sep 2019
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