The Internet has fundamentally changed the way many of us do business. With social media and online customer service portals, consumers expect 24/7 access to the companies they do business with.
Surveys show that in this socially connected age consumers are more likely to share a negative customer-service experience than a good one. That has prompted many companies to shift valuable resources to monitoring, and in some cases defending, their brands online.
However, On Hold Company CEO Bryant Wilson warns companies not to neglect telephone customer support. In a recent press release, he cites a survey that shows that the telephone is still the most popular and most satisfying way for customers to interact with companies. “People still love that personal connection you make on the telephone,” he said. “Whether its across town or across the country, many customers will pick up the phone and call first.”
You can read the full press release here.