A new study from UK consumer rights body Which? has revealed customer preferences when dealing with issues related to online orders.
Among the findings were that social media was deemed to be one of the worst ways to resolve customer service issues, with only 45% of respondents who had used social media to complain about bad customer service saying it was an efficient method of complaining, and 36% actively describing it as inefficient.
Worse still was sending a letter by post, with 40% saying it was ineffective and just 37% describing it as effective. Other findings included:
- That 46% of participants who used online chatbots said they were efficient, compared to 35% saying they were inefficient
- Text messaging was deemed effective by 46% compared to 33% deeming it ineffective
Speaking directly with a member of staff, whether online or in-person, emerged as a clear preference. 65% thought face-to-face communication was effective, with the same figure feeling the same regarding online chat. Over-the-phone communication came just behind at 63%, with just 24% saying it was ineffective.