Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if you have a complaint – call the business.
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.”