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Report: Customer Communications Trends


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Do Millennials avoid using the phone as much as they say? 

Who’s more likely to ask to speak to a manager: Gen Xers or Boomers? 

What customer support channel does everyone hate? 

You’ll find the answers to these questions and many, many more in our latest consumer survey. We’re excited to share it with you for free!

For this report, we surveyed 500 American consumers over the age of 18 about how they prefer to communicate with a business before, during, and after a purchase. And to be honest, some of the communications trends are pretty surprising.

One of the most shocking bits of data: phones aren’t going anywhere, anytime soon. Across generations, consumers still appreciate, and expect, the ability to pick up the phone and get a human on the line when it comes to customer service:

Business Communication Trends: preferred channels

Source: Ringcentral® Research | Customer Communications Review


Long story short: don’t phone it in. Make sure you have a solid inbound calling strategy and a reliable business phone system.

But the continued popularity of phones doesn’t mean things have stayed the same—not even close. The fastest growing customer service channel that most consumers expect businesses to offer? Chatbots:

Business Communication Trends: website experience


Chatbots aren’t just for huge companies anymore. With the right customer engagement platform, you can seamlessly integrate chatbots to help take the pressure off your live agents.

And in case you’re still wondering if it’s worth investing more effort in your customer service strategy, here’s a doozy. Over two thirds of consumers, across all ages, have walked away from doing business with a company because of poor customer service:

Business Communications Trends: customer service


The good news: happy customers stick around. So why rely on hunches when it comes to improving your customers’ experience, when you could have all of this data at your fingertips?

[ebook-download title=”How customer-obsessed is your business?” link=”” cta-text=”Take the quiz” src=””]

Check out more of these business communication trends

These customer service statistics are just the tip of the iceberg. Our Customer Communications Review is chock full of helpful insights for your business about customer service communications. Inside, you’ll learn:

  • What bothers consumers most about communicating with businesses
  • Which channels are best to use for appointment reminders, complaints, and other scenarios
  • Why and when customers hang up
  • And more

Get your free copy of this report, and put the numbers to work for your customers and your business.

Originally published Jun 08, 2020, updated Nov 03, 2023

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