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BizReport : Email Marketing : September 16, 2011

UK Consumers prefer email customer service to telephone

A new survey from Econsultancy reveals high levels of frustration with telephone customer service channels among UK consumers with the preferred method of contact being email.

by Helen Leggatt

econsultancy.gifHate hanging on the end of a telephone stuck in a queue listening to dodgy musak, or getting lost in an automated voice recognition system? You're not alone.

Nearly half (48%) of the 2,000 UK consumers that participated in Econsultancy's survey said the telephone is the most frustrating customer service channel - 8 times more frustrating than live webchat and 3 times more frustrating than email.

However, over a third (39%) said it was the most effective channel.

The top customer service channel among UK consumers was email with 44% expressing a preference, although it wasn't deemed as effective as the telephone (33%).

Despite the promotion of social media as an ideal customer service channel, and one in 10 respondents having asked a question of a brand via this channel, very few (2%) cited Facebook or Twitter as their preferred channel and only 3.3% said it was the most effective.

Retailers were deemed to offer the best customer service experiences, cited by 47%, way ahead of banks (16%), travel firms (15%), automotive companies (10%), utilities firms (8%) and telecoms companies (4%).

Tags: consumer insight, consumer survey, customer service, email marketing, online retail, social media, telephone, UK

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  • Chicago To Delhi Flights

    thanks for imformation

  • Dian Sitt

    Its nice
    thanks for sharing.

  • that is shows how frustrated people can get with poor customer service support over phone..they are now shifting to email which is more convenient..and less frustrating



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