A new survey finds that some 53 percent of consumers ages 18-34 prefer to use electronic media — e-mail, web chat, text or social — instead of the phone for customer support.
The survey of more than 700 consumers from HeyWire Business, a mobile messaging service, particularly explores the increased use of texting, seemingly the least-used option.
Around texts, it finds:
But the overall survey finds consumers want more customer service options, with being placed on hold a widespread frustration. Over half (56 percent) indicate they have waited an hour or more to have a problem solved.
Seventy-nine percent are frustrated with their available customer support options, and 51 percent have only "low" to "fair" satisfaction with existing means of customer support communication. Eighty-nine percent indicate it is important to them to have different options (phone, email, text, chat) available for customer support.
"No one has time to wait," said Meredith Flynn-Ripley, CEO of HeyWire Business, in a statement. "Customers are expecting real-time responsiveness to their support issues and want solutions that provide immediate answers."
Which electronic media option seems best to support or possibly replace the customer service agent phone call?