There are fewer chances for errors and frustrations.
Talking to someone on the phone
PERSONALIZE AND BOOST RELEVANCY
convinceandconvert.com
3
Interaction modes will continue to proliferate, and currently include:
Telephone usage will continue to decline.
Consumers love to solve their own problems.
OF JAY BAER'S
1
64% of customers expect real-time interactions.
RESPECT CUSTOMERS' TIME
EMBRACE ASYNCHRONOUS MESSAGING
Your mobile phone
With messaging, customers get notified of your response and can respond accordingly.
Meeting with someone in person
What’s convenient and efficient for the business may not be convenient and efficient for the customer.
It’s psychologically satisfying.
EMBRACE SELF-SERVICE
Chatting with a person on your computer
experiencematters.blog
5
2
5
RESPECT CUSTOMERS' CHANNEL PREFERENCE
COMMITMENTS OF
CUSTOMER-CENTRIC COMPANIES
Self-service on your computer
4
Traditional support channels such as phone, email, and chat put the burden of work on the customer to call or email and often force them to wait to get help.
docs.google.com
The top companies are 2.4 times more likely than underperformers to excel at personalization.
Responsiveness is interpreted as caring.
This is the most time-efficient way to help customers.