Fb Pixel Telephone and in-person more effective in delighting customers than online, latest survey says

Telephone and in-person more effective in delighting customers than online, latest survey says

Telephone and in-person more effective in delighting customers than online, latest survey says

Survey respondents said the telephone most often provides the best means of helping a customer buy a product or simply get assistance.

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

 

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Magellan Solutions
Magellan Solutions
Magellan Solutions is a Filipino-owned outsourcing company. It provides inbound and outbound contact center services as well as other business process outsourcing (BPO) services that cover finance and accounting, healthcare, sales and marketing, engineering, architecture, design, data management, human resources, legal, and IT. Combining years of experience; unrivaled expertise; and capabilities across industries and business functions, Magellan Solutions bring optimum approaches to strategies of business operations by delivering customizable BPO and customer management solutions to any type and any size of business.