Moving beyond the customer service call
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:
- Over half of respondents — 52 percent — are likely to text with a live customer support agent;
- The same percentage prefer texting to talking with a live customer service rep, instead of their current method of reaching customer support;
- Around a third (31 percent) say it is important for texting to be an available support option, and 47 percent say texting could improve their overall satisfaction with customer support;
- Almost half (49 percent) would be interested in a "text me back" feature, similar to the "call me back" feature;
- Three-quarters would rather text with a customer support agent than correspond with them via social media.
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."
- 52 Percent Prefer Text Conversations with Reps Over Current Support Method – Heywire Business
- Consumers Like Using Text Messages to Solve Customer Service Issues – eweek
- Is Texting The Next Solution For Retailers To Field Customer Complaints? – Forbes
Which are the most-promising electronic media options — e-mail, web chat, text or social — to support or possibly replace the customer service agent phone call? Should texting be a more widely used option?