datamark multichannel customer contact experience infographic
DESCRIPTION
How do customers prefer to connect with companies? By phone, email, text or in person? Check out our infographic to learn more!TRANSCRIPT
THE MULTICHANNEL EXPERIENCE
Simple InquiriesFace-to-face
Real person on phone
Automated Voice Response
Company website
Online chat
Text
Social networking site
3 %
13 %
10 %
52 %
10 %
13 %
< 1 %
< 1 %
For things like getting information
about a product or checking an account
balance, customers prefer to visit a
company’s website. The next popular
channels are email or speaking with a real
person on the phone.
Complex Inquiries
A majority of customers surveyed said they had not used social media channels such as Facebook, Twitter or LinkedIn to contact a company for customer service.
Contacting a Company through Social Media
To learn more about DATAMARK’s multichannel customer contact center services and solutions, visit:
www.datamark.net
Yes
No
39 %
61 %
What communication channels do customers use when contacting a company?
DATAMARK asked consumers about their preferred channels for a variety of customer-service scenarios.
Face-to-face
Real person on phone
Automated Voice Response
Company website
Online chat
Text
Social networking site
16 %
65 %
3 %
3 %
3 %
10 %
< 1 %
< 1 %
Once again, talking with a real person
over the phone is a customer’s first choice
for a difficult problem such as making a
complaint or disputing a charge. Customers’
second most preferred channel is dealing
with a company rep face-to-face.
Face-to-face
Real person on phone
Automated Voice Response
Company website
Online chat
Text
Social networking site
16 %
48 %
< 1 %
19 %
< 1 %
16%
< 1 %
< 1 %
For things like returning a product or get-
ting help with using a product, customers
prefer talking with a real person on the
phone. The second most popular channel
is visiting a company’s website.
©DATAMARK 2013
Source: Online survey of adults over age 17 conducted May 1-May 31, 2013
Difficult Inquiries