Customer Service: Human Interactions More Effective Than Social Media

A majority of customers say the telephone is the most satisfying customer service channel, with 69 percent of issues resolved by telephone representatives.

A recent study by intent-based solutions company NICE Systems found the telephone is the preferred method for 88 percent of people seeking to resolve customer service issues, suggesting that real-life interactions are still paramount to customer satisfaction.

Despite double-digit growth in social media and mobile app use for customer service since 2011, these channels remain the least preferred, while speaking to live reps via telephone resolves at least 69 percent of customer service issues.

“The usage of multiple channels continues to grow… Yet, the majority of customers still prefer to speak with a live service representative over the phone to get their issue resolved quickly,” said president of the NICE Enterprise Group, Yochai Rozenblat, in a press release.

customer service

NICE surveyed 1,206 consumers between the ages of 18 and 65 to assess their satisfaction across customer service channels.



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