More than anything else, waiting kills. This is one of the biggest reasons why your customers don’t like calling in contact centers. Those lengthy waiting times, mazes of menus, lack of contact center agent’s proactivity and complex feedback systems.
But still telephony in contact centers continue to remain the most preferred and reliable option to seek customer support. The comfort of the fact that there’s another human being trying to help you out with a query or is offering advice to resolve some issue, is often what customers exactly seek.
In the infographic below, you can see these statistics for real. A whooping number of customers prefer using phone support over alternate channels of engagement.
To make it more strikingly clear and give you a head’s up here’s why we need contact centers to be around, which they are and here to stay.
Scroll down and leverage these insights from Zendesk.
If you want to enhance your knowledhe and know more about customer experience, here’s the link to our insightful quiz on the same.