



Trends
Hi, I'm Chris. What would you like to know about your customers' channel preferences?
Ease of use
Expected response time
Tips
Do you think chatbots can replace your call center staff? And that young people will not use phones anymore?
It is not that simple, as a recent survey by The House of Contact Centers (THoCC) shows. Just ask Chris, our chatbot, how customers prefer to communicate with companies.

Figures are from a survey by ©The House of Contact Centers




New question for Chris

Face-to-face
How popular were the contact channels in 2020 vs 2018?
Ten years ago, we thought customers would abandon traditional channels such as face-to-face, phone, website and email. Chat, messaging and social media would soon replace them.
The THoCC survey shows an evolution rather than a revolution. How many of those polled said they had had contact with a company through a particular channel?





Figures are from a survey by ©The House of Contact Centers




New question for Chris

How user-friendly do customers find the contact channels?
Asked about the effort customers have to make when contacting through a certain channel, e-mail scores the best. 78% of customers find e-mail easy or very easy.







Figures are from a survey by ©The House of Contact Centers




New question for Chris
Response time

Phone
of negative customer experiences with a contact center was about a response that took too long. After all, depending on the channel, customers expect a response within a certain amount of time. Do you know the response time per channel? THoCC found out for you.
44%


How quickly do customers expect a response by contact channel?


Figures are from a survey by ©The House of Contact Centers




New question for Chris

More tips
Tips for the best customer experience:
1. Ask yourself: Why and how do your customers contact you?
A customer chooses a channel based on the reason why they are contacting you. This is also where the emotional charge plays a role.
2. Choose the channels they prefer.
“You need to know what channels your customers want to use so choose the right channels based on your strategy.”
Inge Vissers, Managing Partner of THoCC

Figures are from a survey by ©The House of Contact Centers



Expected response time
Ease of use
Trends
Hi, I'm Chris. What would you like to know about your customers' channel preferences?
Do you think chatbots can replace your call center staff? And that young people will not use phones anymore?
It is not that simple, as a recent survey by The House of Contact Centers (THoCC) shows. Just ask Chris, our chatbot, how customers prefer to communicate with companies.
Tips
Figures are from a survey by ©The House of Contact Centers





New question for Chris

Face-to-face
How popular were the contact channels in 2020 vs 2018?
Ten years ago, we thought customers would abandon traditional channels such as face-to-face, phone, website and email. Chat, messaging and social media would soon replace them.
The THoCC survey shows an evolution rather than a revolution. How many of those polled said they had had contact with a company through a particular channel?



Figures are from a survey by ©The House of Contact Centers



New question for Chris



How user-friendly do customers find the contact channels?
Asked about the effort customers have to make when contacting through a certain channel, e-mail scores the best. 78% of customers find e-mail easy or very easy.





Figures are from a survey by ©The House of Contact Centers



New question for Chris


Response time

Phone
of negative customer experiences with a contact center was about a response that took too long. After all, depending on the channel, customers expect a response within a certain amount of time. Do you know the response time per channel? THoCC found out for you.
44%


How quickly do customers expect a response by contact channel?
Figures are from a survey by ©The House of Contact Centers


New question for Chris


Tips for the best customer experience:
1. Ask yourself: Why and how do your customers contact you?
A customer chooses a channel based on the reason why they are contacting you. This is also where the emotional charge plays a role.
2. Choose the channels they prefer.
“You need to know what channels your customers want to use so choose the right channels based on your strategy.”
Inge Vissers, Managing Partner of THoCC

More tips
Figures are from a survey by ©The House of Contact Centers