What’s the Best Channel for Communicating With Customers? Part 1
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Al Rose
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Consumers value email as a customer support channel for the following two reasons:
- Convenience: People can contact the company at a time and place that suits them.
- Ease of use: Most people use email on a daily basis, so it's a simple and familiar process for them.
However, the drawbacks of email are numerous. As STELLAService's research shows, many companies redirect consumers to their websites to source answers for themselves, which isn't helpful. Customers want to be provided with or directed straight to the information they need.
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