Telephone and in-person more effective in delighting customers than online, survey says

June 18, 2010 - PRLog -- Although customer interaction occurs more frequently on the Internet these days, a contact via the telephone and in-person settings remain the most effective in delivering overall good customer experience, according to a new study released by Temkin Group, a customer experience consulting firm. The survey was held in May to more than 400 companies from different sectors.

Temkin Group reports that customers get a better experience especially when researching a product, purchasing it and getting assistance from live customer service agents and face to face.

Survey respondents said the telephone most often provides the best means of helping a customer buy a product or simply get assistance.

Most effective in delivering good customer experience when a customer buys a product
In-person experience (in a store)- 70.3%
Telephone contact - 65.1%
Online - 59.3%

Most effective for customers when getting help through Customer Service
In-person experience - 85.1%
Telephone Contact - 77%
Online - 68.6%

Customer satisfaction when researching a product
In-person experience - 75.3%
Telephone contact - 74.9%
Online - 70.1%

In all, the survey shows that customer experience in the right platform is highly critical in the success of today’s businesses.

Data source: Temkin Group

# # #

Magellan Solutions Outsourcing Inc is an expanding Philippine-based contact center providing high-quality offshore call center solutions to small-to-medium businesses, entrepreneurs and professionals worldwide. It offers inbound and outbound services.