At the time when the Internet is developing popularly as it is today, in addition to traditional customer service channels such as: Call, SMS, ... online shoppers can send requests for help, complaints through many different online channels. Therefore, it is necessary to continuously evaluate the traffic and trends of users accessing online channels so that businesses can plan and allocate appropriate customer care resources.
To help you have a basis for making business decisions, Bellsystem24-Vietnam will provide analysis and statistics on the most popular customer service channels, based on references from the 2019 e-commerce customer service experience survey conducted by Aircall.
Which customer service channel do online shoppers prefer?
The choice of service channel also depends on the customer's needs at the time of purchase, divided into 2 levels: Common problems, urgent problems.
1. For common problems.
Occupying the largest proportion is Voice channel (switchboard) with 31% online shoppers choice. Live chat is right behind when there is 29% survey respondents said that the live chat channel had a relatively quick response time, and also made them feel more comfortable being anonymous. Finally, Email channel (24%), many people choose Email channel because they can receive the most detailed feedback. The rest 16% are other customer service channels.
2. For urgent matters.
For urgent matters, users want faster service when under time pressure. That is why the channel structure has changed significantly.
Ranked first is voice channel (switchboard) with 70% Shoppers choose this channel as the channel with the fastest average support time. 19% is the percentage of people choosing the live chat channel, ranked 2nd. Ranked 3rd is Email channel with 11%.
The reason for such a large difference is due to the channel's ability to provide quick support. switchboard, where users can connect with an operator in seconds and get their issues resolved quickly thanks to features smart switchboard, resolve requests automatically.
See also: How to reduce call handling time for agents.
Which service channels do customers find easy to use?
A survey of the simplicity of customer service channels found:
- 53% Customers who have experienced the phone channel find it easy to use.
- 59% Customers rate live chat as easy to use.
- 50% Customers rate Email as easy to use.
The above statistics reflect the alarming truth about the problem of customer service channels that many businesses are implementing. SERVICE CHANNEL IS MORE DIFFICULT FOR CUSTOMERS THAN BUSINESSES THINK.
Which customer service channels are effective?
The survey also revealed which customer service channels online shoppers were most satisfied with, based on their experience. Here’s what they found:
- More than 50% online shoppers voted voice channel (switchboard) as the most effective.
- Live chat is ranked 2nd but is quite far behind 23%.
- Email with 11%.
- And the remaining customer service channels.
Summary.
