In this expansive age of daily and hourly digital experiences, one would think that is where consumers gravitate toward for the excellent customer experience. Not so fast, according to customer experience improvement firm CX act, which surveyed more than 3,000 consumers.
According to the survey, 71% of respondents indicated they’d prefer to make contact with businesses via offline methods.
What’s more, over half (56%) prefer to make complaints to a live agent via telephone compared with just 22% that preferred email. Those....