For decades, the phone call was the dominant choice for getting customer service from a company (at least, if you couldn’t walk in their door). The emergence of email, and then the web, started to change the role of the phone call. That change accelerated dramatically in recent years as new channels appeared in rapid succession: Twitter, Facebook, online chat, mobile apps, SMS.
To get a sense of the pace, take a look at SMS. A recent study by Harris showed that 64% of consumers would rather text a company than call in. That’s a big demand for a channel that wasn’t even on the radar for most consumers 5 years ago!
So where does this leave the good ‘ole phone call? Is it going to start a graceful decline in popularity and importance? Not so fast! Continue reading