When it comes to communication channels for customer service, a Microsoft survey (2018 State of Global Customer Service) revealed Brazilians' preferences:
Microsoft's research, however, was carried out before the Covid-19 pandemic, which accelerated the digital transformation of companies.
Between 2020 and 2021, the number of video calls and tele-assistance services grew, for example.
The trend is for video calling channels to continue to be popular, due to the convenience and comfort that this type of service provides.
Also due to the pandemic, in-person service, on the other hand, has dropped significantly.
Therefore, during the period of social distancing, many people turn to messaging apps to place orders or even use the phone.
Customer service via email continued to be a strong trend, which shows that, among consumers' preferred customer service channels, those that prioritize text continue to be a good choice.
So, let's talk about the consumer's preferred uk whatsapp data service channels in 2021, which should be a trend in 2022?
1. Online chat
In the ranking of customer service channels, online chat was one of the fastest growing.
This is because online chat allows for a more immediate resolution, whether on the brand's blog, website or social media.
One of the advantages of this channel is the possibility of automating the process, allowing conversations with a chatbot or chatbot.
2. Telephone
Calls may seem invasive to some, but enlightening to others.
Voice service can provide greater satisfaction for the customer, who sometimes prefers to communicate with the company through this means to better express their feelings.
Try to use this channel to contact consumers who are already customers or who at least know your company.
Therefore, when calling, it is important to make sure that the customer has agreed to receive information through this channel.
Also remember to introduce yourself at the beginning of the call, stating the reason for the call.
The telephone should be avoided to offer products or services.
3. Email
Written text, as we mentioned earlier, is one of the preferred service channels.
That's why email is so popular. It's a practical and convenient way to interact, as you can reply to an email at any time.
Furthermore, email also serves to document the interaction, which increases transparency and trust in the relationship with the company.
And email, in addition to being a dissemination channel, is also a communication channel.
4. SMS
With SMS communication, you can reach customers directly on their cell phones, notifying them with notices, updates, reminders and coupons.
Therefore, SMS is a way to stay close to the customer, which is why it is recommended for those who want to contact leads at the bottom of the funnel.