Building out your multi-channel customer service strategy? Research shows that about one-third of people believe that being able to reach a company on their preferred channel is what makes an experience great. But, with all the recent advances in technology, knowing the right channels to leverage isn’t easy. Let’s take a quick look at the top four.

#1 Phone

Phone remains the preferred method for Baby Boomers, Generation X, and Millennials.

#2 Email

If your audience is comprised of Generation Z, email will likely be your top choice. It comes in a close second for all other generations.

#3 Live Chat

Multi-channel customer support expanded into live chat years ago and demand for it is now growing faster than any other option; up 14 percent in two years. It holds third position for all demographics as well, with roughly half of all Boomers, Gen Xers, and Millennials saying they use it.

#4 SMS

Gen Zers like SMS every bit as much as live chat, while roughly a quarter of Gen Xers and Millennials agree. Close to one-in-five Boomers leverages the tech too.

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Alternatives like online FAQs, chatbots, and social media, may have a place in your overall multi-channel customer service strategy depending on your industry and audience. With more than three decades helping Fortune 500 companies, government agencies, and large organizations perfect their back-office processes through outsourcing, DATAMARK can transform your customer support processes too.

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