Research by maru/edr has found that almost 8 in 10 customers contact companies by one method (such as online chat) and then by another (such as by phone) - customers feel they need to use multiple channels to get a resolution.
The research also found that (as expected) email is the easiest method of contact, but phone contact led to a more immediate resolution. Live chat also led to a slightly higher number of resolutions than email. Social media was found to resolve issues the least and the most difficult method for contact, which is surprising - especially with the wider use of social networks such as Facebook and Twitter. We have seen that more and more companies are investing time to integrate social media into their customer service/support teams, but this could vary by industry. Perhaps social media is used for helping customers with a fast response to their problem, but not a resolution.
A key takeaway of this research is that it's best to keep customers in the channel they are in when they are purchasing, or when they are attempting to make the first contact. This helps build a strong relationship with the customer - it can increase loyalty.
By Robert Jones
Robert Jones is a specialist in CRO, UX Research, insight and digital Marketing. He is CRO Analyst at Enjoy Digital. He has a Psychology Masters of Research, has run large digital marketing campaigns to build research panels and worked in insight roles for Vision Critical, ASDA and WhatUsersDo. He also managed all of Smart Insights member resources and published several guides including "How to conduct Persona Research" as well as contributing over 100 blog posts to the Smart Insights blog. When he isn’t working on marketing campaigns he is most likely eating authentic Italian food or planning his next short trip. You can connect with Robert on LinkedIn or follow him on Twitter.
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