Setting up criteria

Customer preferences

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.



of customers expect companies to respond faster than 4 hours.

Super Office

Meditator graf woman


Preferred customer service communication channels:

CMO Council


Customers expect businesses to respond to their emails within

an hour

Toister Performance Solutions



of customers have a more favorable view of brands that offer proactive customer service.


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