{"id":2146,"date":"2015-01-29T12:22:09","date_gmt":"2015-01-29T12:22:09","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=2146"},"modified":"2015-05-28T12:27:57","modified_gmt":"2015-05-28T12:27:57","slug":"how-do-customers-want-to-contact-you","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/how-do-customers-want-to-contact-you\/","title":{"rendered":"How Do Customers Want to Contact You?"},"content":{"rendered":"<p>It now seems that the preferred channel for customer service is email &#8211; the landline phone has seen a huge 53% decrease in popularity as the preferred channel, according to a recent survey from Genesys on how consumers want to contact customer service.<\/p>\n<p>It&#8217;s no news that consumers want customer service to be accessible at all times and on all channels, be it voice, e-mail, web chat, SMS, or via a mobile app, but it is news that email seems to have displaced the phone.<\/p>\n<p>Add to this the fact that 51% of customers use the company website first to resolve their questions before calling customer service, and it&#8217;s clear that a company&#8217;s website must be helpful to its customers!<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-4915\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/customer-service-evolution.jpg\" alt=\"Evolution of Customer Service\" width=\"500\" height=\"3138\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/customer-service-evolution.jpg 500w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/customer-service-evolution-48x300.jpg 48w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/customer-service-evolution-163x1024.jpg 163w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It now seems that the preferred channel for customer service is email &#8211; the landline phone has seen a huge 53% decrease in popularity.<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/2146"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=2146"}],"version-history":[{"count":3,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/2146\/revisions"}],"predecessor-version":[{"id":4916,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/2146\/revisions\/4916"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=2146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=2146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=2146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}