This past November we attended Dreamforce and conducted our annual event survey, asking attendees about their preferred channels for customer service. We are pleased to share the results!

The survey found that consumers want customer service to be accessible at all times and on all channels, be it voice, e-mail, web chat, SMS, or via a mobile app. No new news to those of us in this industry, but let’s take a closer look.

Over 51% of respondents said the first place they go to resolve a question or concern before they call the contact center is the company’s website. This is usually the result of a poor web experience that does not provide the answers customers need. By the time they reach for the phone to call, odds are they are already frustrated when they get connected to an agent.

The survey also found that whether it’s a good experience or bad experience, consumers are more likely to tell their friends about it than doing anything else. In fact, the power of positive or negative word of mouth can have a tremendous impact on your business. Great experiences often lead customers to recommend you to friends and family. Bad experiences will send them to the competition.

Check out the rest of the results in our new infographic below!

Customer Service

Rachael Royds

Rachael Royds

As Director of Social Media Marketing at Genesys, Rachael leads the Genesys social media strategy globally for marketing, corporate communications, and employee advocacy. Rachael brings over 10 years of experience in B2B, B2C, and non-profit marketing. She previously held marketing...