Consumers are increasingly turning towards self-service and chat, a new study has found.
Research by RightNow Technologies and Loudhouse Research revealed that these are becoming more popular in favour of call centres.
It found that online self-service was the preferred method of customer care for 50 per cent of those asked, with email taking 19 per cent of the votes.
This left call centres in third place, with 18 per cent of respondents noting this as their favourite consumer care method.
Joe Brown, general manager of RightNow, said that this research is "food for thought".
He commented: "Consumers are calling the changes and it's their customer care preferences that should be dictating where retailers focus resources."
Mr Brown added that firms can "build trust and advocacy" by providing consumers with the communication channels that they expect.
In other news, a recent study by Corizon found that Scottish people are most likely to use 'inappropriate language' while talking to a call centre operator.
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