FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
Amid ongoing technological change and the global upheaval brought about by Covid, one tool has proven itself to be a stalwart in the world of communications – the phone.
According to new research from Moneypenny and Censuswide, when it comes to consumers contacting businesses, the phone remains king – with 35% of people naming it as their preferred method of communication.
We want real conversations with real people and aside from face-to-face meetings or video calls – which people are quickly tiring of post-lockdown – only the phone will do.
What’s more, when people do make the effort to pick up the phone, they expect 5* service – it’s an opportunity for businesses to stand out and prove they care. In fact, more than three quarters of consumers say that a great call experience is a powerful customer service differentiator.
Despite this, calls still ring out, messages aren’t passed on, auto attendant tools divert callers to the wrong people and annoying hold music continues to drive consumers round the bend.
This report explores the motivation behind calls to businesses and offers practical advice to those looking to transform their customer experience.
For consumers, the number of communication methods available to contact businesses has grown rapidly over the years. We all have our preferred methods – different situations call for different approaches but still, regardless of the global growing reliance on digital, the phone remains king.
What’s inside the report:
- Our top gripes when making a call
- The fallout of bad customer experiences (35% of people would take their business elsewhere!)
- The psychology behind choosing a contact method
- How and when digital channels should be used
Access the report here.
