Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if you have a complaint – call the business.
New research published by ContactBabel, the contact centre industry analysts, reveals that telephony is still seen as the channel that best handles complaints.
Despite the public nature of social media, most contact centers do not believe that this channel does in fact produce a knee-jerk reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere.
“The US Contact Center Decision-Makers’ Guide (6th edition – 2013),” is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR and strategy.
The report’s author, Steve Morrell, commented: “We might expect respondents to answer diplomatically that all channels give a similar response, but the reality is – as most customers already know – the telephone channel is still most likely to give the best service.
“Furthermore, 43% of those respondents that track cross-channel customer satisfaction say that telephony gets higher scores than other channels, with 57% saying that there is little difference.”
