Today, technology allows for multiple ways to contact a company remotely, whether to make inquiries or receive technical support for a product or service. Help Desk software centralizes communication and support through various channels , facilitating the management of questions and incidents, but each channel presents a different experience to customers and entails different advantages and disadvantages.
Half of consumers prefer the telephone as their first choice for customer service
This article presents the results of a Capterra study on the different cu taiwan whatsapp number data stomer service and technical support channels that a company can have. It investigates customer preferences, the advantages and disadvantages they consider in each channel.
For this research, Capterra conduct an online survey where the selection criteria for pa develop an effective link building strategy rticipants is as follows: they must be residents of Mexico, of legal age (18 years or older) and have us a technical assistance or customer service at some point. You can read the complete methodology at the end of the article.
You may also be interest in our article that analyzes how good or bad custo resource data mer service can be a decisive factor in retaining or losing a customer .
In Mexico, consumers prefer telephone service as their first option over any other type of contact method, according to 50% of those survey. This method is follow by live chat with an agent, either on a website or in apps such as WhatsApp, indicat by 38% of the study participants. Far below are other means of contact such as social networks, email, chatbots and online documents.
This indicates a preference for the most personaliz
Attention possible, with a human being, and leaving asynchronous means as secondary preferences, such as email messages, online documents and written questionnaires (with 3%, 2% and 1% preference respectively). It should be not that a Help Desk software allows to centralize in one place various means of contact and to forward queries between agents, so it is possible for a customer to start by consulting a problem via a chatbot, then be attend to by a human via chat and finally, if necessary, receive a phone call.