Post by account_disabled on Dec 3, 2023 10:32:11 GMT
If new channels such as chatbots are already used by 8% of French people and social networks reach 10% usage for the first time , it is chat which is progressing the most among the so-called “ emerging ” channels with 23 % usage in 2017. However, more conventional channels are still in great demand. With 61% and 56% of respondents respectively, the telephone and e-mail remain by far the most used means of contacting customer services. Over the course of a year, French people spend on average 2 hours 25 minutes with customer service by telephone and send more than 10 emails .
In a context of multiplication of contact channels and increasing use of mobile and connected tools, the French remain faithful to their habits and continue to favor the telephone as a channel of communication with Buy Bulk SMS Service brands. Especially since innovations do not always seem to keep their promises in terms of customer satisfaction.
Chatbots are indeed struggling in this area since they only satisfy 58% of French people, far behind face-to-face (94%), click-to-call (84%) and chat ( 83%). But the use of different channels is also increasingly a question of generation and profiles . Young people will turn to social networks (17% vs. 10%), applications (15% vs. 9%) and community chats for information (19% vs. 11%), while executives will seek information more often. chatbots (16% vs 8%), chats (36% vs 23%) and forums (47% vs 33%).
In a context of multiplication of contact channels and increasing use of mobile and connected tools, the French remain faithful to their habits and continue to favor the telephone as a channel of communication with Buy Bulk SMS Service brands. Especially since innovations do not always seem to keep their promises in terms of customer satisfaction.
Chatbots are indeed struggling in this area since they only satisfy 58% of French people, far behind face-to-face (94%), click-to-call (84%) and chat ( 83%). But the use of different channels is also increasingly a question of generation and profiles . Young people will turn to social networks (17% vs. 10%), applications (15% vs. 9%) and community chats for information (19% vs. 11%), while executives will seek information more often. chatbots (16% vs 8%), chats (36% vs 23%) and forums (47% vs 33%).