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