Understanding how and why people seek out information is what has helped to make Google the world’s richest company. So it’s worth taking a look at some of the company’s recent research into customer communications.
In 2013, they commissioned Ipsos to carry out an independent survey to understand consumer attitudes in today’s digital world. The findings make essential reading for any company that’s looking to boost its customer experience.
Here’s a look at some of the main takeaways:
70 percent of mobile searchers use the ‘call’ option
Human interaction and convenience are the two biggest factors
Call options most often used when customers make a purchase
Greatest call demand for the automotive sector
Demand to communicate via a call was found to be highest for the automotive sector. A click to call option was ‘extremely likely’ to be used by 62 percent of respondents when enquiring about parts/services, and 60 percent for used vehicles.
So while digital communications play a vital role in any effective customer interaction, there’s a danger in losing sight of the importance to customer on the quality of the call. In fact, it seems the power of direct human connections is more powerful than ever in a digital environment.
It’s a major reason why more businesses are outsourcing their customer service providers such as BDM Talk. We have more than a decade’s worth of experience in providing dedicated teams capable of dealing quickly and professionally with any kind of customer service demands.
If you need support with your customer contact, let’s talk.