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Learn about customer preferences in communication channels and response times, as well as the importance of proactive customer service and ticketing. Discover the most preferred channels and the need for self-service tools.
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.
#CustomerCommunication
Preferred customer service communication channels:
CMO Council
#EmailPreferences
Customers expect businesses to respond to their emails within
Toister Performance Solutions
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