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Human voice is people's favorite Most respondents (67%) , as shown by the survey, still prefer assistance through a human voice, regardless of gender. each service channel In the survey on customer service, Capterra wanted to understand what are the strengths and weaknesses of five types of support that are already part of consumers' routine. Check the result below. Phone calls Telephone calls, usually concentrated in call centers, are perhaps the most widespread type of service among consumers. When asked to choose up to three advantages of this service channel as the main factor,81% of consumers highlighted the possibility of explaining themselves better or asking more questions when using it.
On the other hand, people highlighted “waiting in line” as the main negative point of this channel – 79% cited this aspect as a disadvantage. for using telephone answering Stay on topic : 48% see a disadvantage of the phone as agents trying to sell more products or services than necessary. live chat Live chat stands out among users because they Phone Number List feel they can better explain their problems when they write (54 % highlighted this advantage). However, possible connection problems, which could cause an interruption or prevent contact with the company, are seen as a disadvantage of this service channel (49%). customer: for 50% of those interviewed,it is an advantage to be able to do other things at the same time as they are being attended to – do not lose the thread of the conversation if he takes a long time to respond.
Online form Having a record of the document or written proof of the contact made is what makes the written form stand out among users (62% cited this factor). On the other hand, the fear of never receiving a response is linked to the use of this type of channel (also, 62% of respondents raised this point). When using this means of contact, according to consumers' experience, the response tends to take 2 to 3 days to arrive – 49% declared this range of days. Tip for using online form Be agile: 62% of Respondents see the risk of never getting a response with the online form. To convey confidence to your customer, send an email confirming receipt of the message and,if possible, inform a maximum deadline for the response.
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发表于 2023-4-13 11:39:15