There are fewer chances for errors and frustrations.
Talking to someone on the phone
PERSONALIZE AND BOOST RELEVANCY
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
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.
Chatting with a person on your computer
RESPECT CUSTOMERS' CHANNEL PREFERENCE
Self-service on your computer
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.
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.