How do customers want to talk to businesses? Our new survey reveals what you need to know

Effective communication is crucial to the success of any business.

With the rise of digital channels, customers now have more options than ever before when it comes to communicating with businesses. However, it can be challenging for businesses to keep up with the ever-evolving preferences of their customers.

That's why we conducted a survey to find out how customers want to talk to businesses. Here are some key findings from our survey:

• Customers prefer live chat and email for customer service: According to our survey, live chat and email are the most popular channels for customer service. Nearly 60% of respondents prefer live chat, while 40% prefer email. This is likely because these channels offer quick and convenient ways to get in touch with businesses.

• Phone support is still important: Although live chat and email are popular, phone support is still an important channel for customers. More than 30% of respondents prefer phone support, especially for complex issues that require a more personal touch.

• Social media is gaining popularity: Social media is becoming an increasingly popular channel for customer service. Nearly 20% of respondents prefer to communicate with businesses through social media, such as Facebook and Twitter. This is especially true for younger customers, who are more likely to use social media as their primary communication channel.

• Mobile apps are becoming more important: As more customers use their mobile devices to interact with businesses, mobile apps are becoming an increasingly important communication channel. Nearly 15% of respondents prefer to use mobile apps to communicate with businesses, especially for tasks such as checking order status and tracking shipments.

• Customers want a seamless experience across channels: Regardless of the communication channel they use, customers want a seamless experience across all channels. They expect businesses to have a single view of their interactions and to be able to provide consistent and personalized support, regardless of the channel.

• Speed is Critical: Another key finding of the survey was that customers value speed in their communication with businesses. They want quick and efficient responses to their inquiries and issues. Customers expect businesses to respond to their messages within a few hours, with some even expecting an immediate response.

• Personalization is Key: Personalization is becoming increasingly important in customer communication. Customers appreciate when businesses tailor their messages to their specific needs and preferences. This can be achieved through the use of customer data and insights.

• Customers Want Clear and Concise Communication: Customers want clear and concise communication from businesses. They value businesses that can explain complex issues in simple terms and provide easy-to-understand solutions. Avoid using technical jargon and industry-specific language that the customer may not understand.

• Human Interaction is Still Important: Despite the rise of digital communication channels, customers still value human interaction. Many customers prefer to speak to a customer service representative over the phone or in person, especially for complex issues or questions.

• Consistency is Key: Finally, customers value consistency in their communication with businesses. They expect the same level of service and communication across all channels and touchpoints. Consistency helps build trust and loyalty with customers.

Our survey highlights the importance of understanding customers' communication preferences and providing a seamless experience across channels. Businesses that offer multiple communication channels and prioritize customer convenience and personalization will be better positioned to meet the needs and expectations of their customers. By leveraging live chat, email, phone support, social media, mobile apps, and other channels, businesses can improve customer satisfaction and loyalty, and ultimately drive growth and success.

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