News

Phone, email top customer service tools for consumers

May 3, 2019

When it comes time to interact with a retailer's customer service, consumers prefer phone and email interaction, according to a Sykes study on communication preferences with online ordering issues.

Telephone interaction was cited by just over half of consumers (52%), while 46% polled said they prefer email. Live web chat and web form communication came in tied for third at 27%.

A fraction of consumers (8%) would use Facebook and even a smaller number would hit Twitter (5%), according to a press release on the survey findings.

Those choosing email, however, may find a frustrating experience as just 26% of retail online stores provide an email address for consumer interaction. For further insight, click here.