Email exchanges should be faster
Posted: Thu Dec 26, 2024 4:18 am
39% of consumers prefer to contact customer services via email. This communication channel is generally used in less urgent situations. However, expectations remain high. Did you know that consumers expect a response within 2.5 hours (2.10 hours in France) after submitting their request? While most companies strive to respond within one business day. This is a considerable gap. It is therefore not surprising that customers who use this channel are more likely to express impatience.
More and more businesses are finding that email is becoming obsolete as a customer service channel. Especially as their customers embrace the ease and speed of response of other channels.
Face-to-Face Customer Service: Personal, Fast and Rewarding
A third of respondents prefer to be helped in person, for example in a store. Customers who use this channel are more likely to express gratitude, making it an ideal channel for dealing with complex or urgent issues that require a personal approach. Consumers expect to be helped within 7 minutes (9 minutes in France), so avoid endless queues.
Chatbots: source of frustration or good self-service solution?
One of the most preferred customer service channels is chatbots . For 21% of respondents, chatbots are their preferred channel. Customers who use this channel express their frustration more often than those who use other channels. Chatbots can be useful for handling a large number of requests and providing quick answers within minutes.
64% of respondents expect a company to be available 24owner/partner/shareholder email lists /7. The vast majority of customers first try to find a solution on their own before contacting customer service. However, when you ask them whether they prefer to be helped directly by a chatbot or the next day by a human, 67% choose human assistance . According to them, chatbots cannot yet meet their expectations, which frustrates them. That is why it is essential to set up your chatbot correctly to ensure that it will meet your customers' expectations.
While businesses were hesitant to add live chat to their website, this mode of communication is now fully appreciated. Deploy live chat with a chatbot to get the best of both worlds.
WhatsApp, Telegram and WeChat: keep it simple and fast
37% of customers expect customer service to be accessible through messaging platforms . This figure may seem low, but we see a big difference between age groups. Around 50% of respondents under the age of 35 expect to be able to contact businesses through channels such as WhatsApp . These channels are typically used to communicate with friends and family, but consumers are increasingly adopting them to contact businesses.
More and more businesses are finding that email is becoming obsolete as a customer service channel. Especially as their customers embrace the ease and speed of response of other channels.
Face-to-Face Customer Service: Personal, Fast and Rewarding
A third of respondents prefer to be helped in person, for example in a store. Customers who use this channel are more likely to express gratitude, making it an ideal channel for dealing with complex or urgent issues that require a personal approach. Consumers expect to be helped within 7 minutes (9 minutes in France), so avoid endless queues.
Chatbots: source of frustration or good self-service solution?
One of the most preferred customer service channels is chatbots . For 21% of respondents, chatbots are their preferred channel. Customers who use this channel express their frustration more often than those who use other channels. Chatbots can be useful for handling a large number of requests and providing quick answers within minutes.
64% of respondents expect a company to be available 24owner/partner/shareholder email lists /7. The vast majority of customers first try to find a solution on their own before contacting customer service. However, when you ask them whether they prefer to be helped directly by a chatbot or the next day by a human, 67% choose human assistance . According to them, chatbots cannot yet meet their expectations, which frustrates them. That is why it is essential to set up your chatbot correctly to ensure that it will meet your customers' expectations.
While businesses were hesitant to add live chat to their website, this mode of communication is now fully appreciated. Deploy live chat with a chatbot to get the best of both worlds.
WhatsApp, Telegram and WeChat: keep it simple and fast
37% of customers expect customer service to be accessible through messaging platforms . This figure may seem low, but we see a big difference between age groups. Around 50% of respondents under the age of 35 expect to be able to contact businesses through channels such as WhatsApp . These channels are typically used to communicate with friends and family, but consumers are increasingly adopting them to contact businesses.