How and Why We Contact Brands

HOW & WHY WE CONTACT BRANDS -74% of us have or would change supplier based on a poor experience with their contact centre THE CHANNELS WE USE TO CONTACT COMPANIES: 9% - LIVE CHAT 10% - SOCIAL MEDIA 14% - POST 37% - IN PERSON 49% - TELEPHONE 72% - EMAIL WHY WE CHOOSE DIFFERENT CHANNELS: TO MAKE A FORMAL COMPLAINT TO VOICE FRUSTRATION EMAIL TELEPHONE TO ENQUIRE ABOUT A PRODUCT OR SERVICE TO MAKE A PAYMENT $4 WEBSITE FORM TO UPDATE ACCOUNT DETAILS WEBSITE FORM WEBSITE FORM WHAT IS MOST IMPORTANT WHEN WE CONTACT COMPANIES 1 2) KNOWING WE 3. ARE INTERACTING WITH A REAL GETTING PERSON A QUICK RESPONSE HAVING OUR QUERY RESOLVED QUICKLY WHAT ARE OUR PET HATES WHEN DEALING WITH A CONTACT CENTRE? PREMIUM RATE TELEPHONE NUMBERS HAVING TO SPEAK TO AN OFFSHORE 69 64 CALL CENTRE 55 52 BEING LEFT ON HOLD 33 AUTOMATED TELEPHONE SERVICES BEING CUT OFF MID-CALL by logoopon