64% of customers get frustrated when they can only interact with a company online, according to research.
A study by ResponseTap has revealed that customers value the human voice, with two thirds of overall respondents stating the phone is their preferred means of communication to seek customer support.
The importance of the phone Image: Commons |
It appears consumers are making choices based on extensive research, travelling from online to offline to online again in the process.
But many complete the research and purchasing journey with a reassuring phone call. 70% of people said that they derived confidence in their purchases through speaking to someone from the supplier.
The phone is also seen as a quicker form of communication - 57% of the young audience recognise that they are often short of time. 43% of 16-24 years old will turn to the phone to save some time and verify they have the correct information they may have originally sourced online.