As the popularity of digital channels grows at a rapid pace, customers still prefer the “human touch” received from a phone call, according to NICE Systems’ Global Customer Experience Survey.
According to the survey, the use of social media and mobile apps for customer service has doubled since 2011, but 88% of customers still elect to pick up the phone and call.
“On average, customers use about six different channels to contact companies for various customer service questions, issues, or complaints–ranging....