Archived Content

Social Media Requires the Least Customer Effort

A bar graph showing the answers to the question "which channels have the highest customer effort?"with the answers of 60%-voice, 36%-self service, 28%-email, 12%-web chat, 10%-social media

Published On: 22nd Apr 2015 10:13 - Modified: 23rd Sep 2019

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn