Customer Service Expectations Are Evolving
[ 22.12.2018 ]
According to an October 2018 survey of US internet users by Zendesk, compared with five years ago, more are looking for answers on their own, expect less complicated interactions, and want more options for contacting customer service. A majority (65%) also expect customer service to be faster now than in the recent past.
The most used customer service channel is still the phone (34%), while chatting (25%) and messaging apps (10%) are on the rise. In fact, the number of consumers using messaging apps doubled since 2017.
https://retail.emarketer.com/article/customer-service-expectations-evolving/5c1167bdb979f10adc5980ac?ecid=NL1014
The most used customer service channel is still the phone (34%), while chatting (25%) and messaging apps (10%) are on the rise. In fact, the number of consumers using messaging apps doubled since 2017.
https://retail.emarketer.com/article/customer-service-expectations-evolving/5c1167bdb979f10adc5980ac?ecid=NL1014