Telephone, Email or Chat – Which Customer Service Support?
By John Borillo
Businesses need repeat clients to grow. These days, customers are identifying the most appropriate channel to choose and to buy a product.
The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions. Customers turn to customer support if they cannot locate a store, they have inquiries, or want someone to help them with their purchase.
