While self-service tools are preferred, occasionally, reaching out to customer support is still necessary. When it comes to support channel preferences, the CMO Council states that 86% of customers prefer email support, 65% phone support, 53% website support such as live chat, 52% text support, and 48% prefer in-person support.
70% of customers also value proactive support and often have a favorable view of the brands that offer it. In terms of response times, customers are firm believers that faster is better. They expect businesses to respond to their emails within one hour, and nearly half (46%) of all customers expect companies to respond to their queries in less than 4 hours.
Preferred customer service communication channels
Preferred customer service communication channels:
Email response preferences
Customers expect businesses to respond to their emails within
Toister Performance Solutions
Proactive customer service leads to better brand perception
of customers have a more favorable view of brands that offer proactive customer service.