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Although customer interaction occurs more frequently on the Internet these days, a contact via the telephone and in-person settings remain the most effective in delivering overall good customer experience, according to a new study released by Temkin Group, a customer experience consulting firm. The survey was held in May to more than 400 companies from different sectors.
Temkin Group reports that customers get a better experience especially when researching a product, purchasing it and getting assistance from live customer service agents and face to face. Survey respondents said the telephone most often provides the best means of helping a customer buy a product or simply get assistance.
Most effective in delivering good customer experience when a customer buys a product
In-person experience (in a store) – 70.3%
Telephone contact – 65.1%
Online – 59.3%
Most effective for customers when getting help through Customer Service
In-person experience – 85.1%
Telephone contact – 77%
Online – 68.6%
Customer satisfaction when researching a product
In-person – 75.3%
Telephone contact – 74.9%
Online – 70.1%
In all, the survey shows that customer experience in the right platform is highly critical in the success of today’s businesses.
Data source: Temkin Group
Jun 18 10
5:46 pm
I totally agree. There is less chance of returns, as well as a higher customer satisfaction if they should need to call in for any after sake or tech support after thee sale… It is key, however, that the customer service reps are well trained not only in product knowledge, but in how to listen and handle the call itself. without proper training and follow up, all the efforts will be for nothing.