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Customer service online
A recent study has shown that the customers are more inclined to get in touch with an customer support agent through offline methods like telephone than using online methods. This trend is alarming although customer service online is getting more and more advanced day by day. The primary reasons to stick with telephone rather than online method is because of the following:
# The former is faster than the latter.
# People finds the former to be easier than the latter. Most of the people were using telephone for long so they find it comfortable to use.
# The complexity of the technology drives people to use the former more than the latter. The perception is that it needs to be tech frenzy in order to use the latter effectively.
# Through the telephone, they can interact with a human directly and hence they can easily share their problem with them but this doesn't happens with online method of communication. They feel more secured using telephone as it gives them a feeling that the person concerned is looking into his/her problem.
But there is a sharp rise in the usage of online method of customer service. There are many reason for this growth but primary among them are following:
# Online customer service is cheaper.
# With the use of FAQs on the websites, customers can get ready-made solutions to most of the problems that they are facing. This is making the customer service process even faster.
# The advancement of technology is also making the customers to shift from offline means of communication to the online ways of communication. The use of utilities like "talk to us directly" where the customer gets connected to the customer service associate directly in order to make his query is seemingly getting grounds. This is almost like telecon where the customer talks directly to the customer service personnel.
Conclusion:
Web based customer service is experiencing a huge positive trend towards itself than the offline method of customer service or the other static ways of customer service on the web.
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