7
01
Customers already expect seamless, fully integrated omnichannel support
Customers most highly value companies with online resources that help them answer their own questions, as well as team collaboration so they don’t repeat themselves over and over. Customers ultimately use the channels that get them results. Only a quarter of respondents take into account if they have used a channel before, implying they’re open to whichever yields answers most effectively. They’re most likely to choose a channel based on whether they need an immediate response, the speed of reaching an agent, and the time of day. More than 60% of customers told us they sometimes, often, or always use more than one channel to contact customer service. Previous Zendesk research indicates that customers won’t wait long before going to a different channel. We found that 85% of customers will use a different contact method if they don’t get a response from their initial request, with 44% waiting less than an hour before doing so.
Omnichannel simplifies and integrates channels. Customers and support teams alike benefit. • Customers want fast and efficient resolutions—and they don’t want to repeat themselves. • Conversations flow effortlessly across any channel they choose. • Support teams enjoy a crystal-clear view of the customer.
Providing customer service across multiple channels has never been more popular. Customers want to communicate with brands in the same ways in which they talk to friends and family. Research by Conduent indicates that the average customer uses five channels socially and two channels when engaging with brands. But customers and support teams are reporting that companies haven’t fully connected their channel offerings. Customers struggle to get swift resolution, and agents lack the full context.
Which of the following factors influencewhich contact methods you usewhen contacting customer suppport?
Whether I need an immediate response
54%
Whichever communication channel is fastest for reaching a human agent
50%
Agree
Neutral
Disagree
49%
Time of day
I have a more favorable view of companies with navigable websites
Whether I have used that communication channel before
26%
72%
23%
5%
I expect collaboration so I don't repeat myself
Whichever communication channel minimizes human interaction
16%
69%
24%
7%
I start with online resources before contacting
Whether it’s a communication channel I use in my personal life
9%
58%
25%
17%
0
20
40
60
80
100
0
10
20 30
40 50 60
% of surveyed customers
% of surveyed customers
2019 Zendesk Customer Experience Trends
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