When customers are free to choose a communication channel, around 54% of respondents choose the direct call. This is the result of a recent study by Software Advice on customer satisfaction based on a survey of 1,000 consumers. 20 percent chat live with consultants or service agents, but very few prefer to contact companies in writing. Only 12 percent write informal emails and only 10 percent use online forms provided by companies. The least popular form of communication is talking to a chatbot, which only 1% of respondents choose.
The fact that, despite all the digitalization and automation of customer dialogue, the analogue form of person-to-person conversation by telephone is by far the preferred form of contact and communication fits in perfectly with today's fast-paced world. In this world, where most products and services are available anytime and anywhere at the touch of a button, possibly having to wait days for answers from customer service or other company departments is an argument against indirect contact - be it by email or online form - according to the study. Over 60 percent of respondents find this problematic anyway. On average, 65% of all respondents wait two to three days for companies to get back to them.
This study clearly underlines the advantage that customer care companies like AMEVIDA can offer. They employ excellently trained agents who have in-depth industry, product and service expertise, are aware of their role at the interface to their client's customers and identify with their client. In addition, they use their empathy and advisory skills at the touchpoint to create an atmosphere in which the customer feels comfortable. With these skills and this behavior, customer satisfaction is achieved, which leads to customer loyalty. Equally, such human qualities can also achieve sustainable results in preventing churn and winning back customers. This is a field in which AMEVIDA agents are at the forefront. That's why our motto is to be our clients' first choice. We support our clients throughout the entire customer lifecycle in all forms of customer care services - professionally and personally.
