This guest post comes from Reuben Yonatan, an internet entrepreneur and founder at GetVOIP. His writings blend commentary, research, and perspective on current enterprise communications, digital marketing trends, and business cloud solutions. (NOTE: While the content is obviously self-serving to Reuben's business, the research in the infographic is compelling stuff and well worth your time.)
The cornerstone of any strong brand is strong customer service. Your job is to know what your customer wants, and deliver it just the way they want it. When it comes to resolving customer service issues, this task becomes exponentially important. As always, effective communication is the key. But how do your customers like to get in touch? The answer may surprise you.
My team at GetVoIP has put together the inforgraphic below to illustrate the most important communication trends in customer service today. Marketers often spend a lot of time looking at social media, but statistics show that customers still prefer to deal with customer service matters over a live voice conversation. Simply picking up the phone remains a strong favorite, winning out over any other method of communication, including email and live chat! If your company is available to your customers at the other end of the line, you can improve the customer service experience, boost customer retention, and build your reputation as a customer-friendly, approachable brand. Check out the infographic below for a rundown of consumer communication trends.