{"id":42317,"date":"2020-06-08T00:00:00","date_gmt":"2020-06-08T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-communications-review\/"},"modified":"2025-03-13T06:26:25","modified_gmt":"2025-03-13T13:26:25","slug":"customer-communications-review","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-communications-review\/","title":{"rendered":"Report: Customer Communications Trends"},"content":{"rendered":"

Do Millennials avoid using the phone as much as they say?\u00a0<\/b><\/p>\n

Who\u2019s more likely to ask to speak to a manager: Gen Xers or Boomers?\u00a0<\/b><\/p>\n

What customer support channel does <\/b>everyone<\/i><\/b> hate?\u00a0<\/b><\/p>\n

You\u2019ll find the answers to these questions and many, many more in our latest consumer survey. We\u2019re excited to share it with you for free!<\/p>\n

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.<\/p>\n

One of the most shocking bits of data<\/b>: phones aren\u2019t 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:<\/p>\n

\"Business<\/a>
Source: Ringcentral\u00ae Research | Customer Communications Review<\/em><\/figcaption><\/figure>\n

 <\/p>\n

Long story short: don\u2019t phone it in. Make sure you have a solid inbound calling strategy<\/a> and a reliable business phone system<\/a>.<\/p>\n

But the continued popularity of phones doesn\u2019t mean things have stayed the same\u2014not even close. The fastest growing customer service channel that most consumers expect businesses to offer?<\/b> Chatbots:<\/p>\n

\"Business<\/a><\/p>\n

 <\/p>\n

Chatbots aren\u2019t just for huge companies anymore. With the right customer engagement platform, you can seamlessly integrate<\/a> chatbots to help take the pressure off your live agents.<\/p>\n

And in case you\u2019re still wondering if it\u2019s worth investing more effort in your customer service strategy, here\u2019s a doozy. Over two thirds of consumers, across all ages, have walked away from doing business with a company because of poor customer service<\/b>:<\/p>\n

\"Business<\/a><\/p>\n

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The good news: happy customers stick around<\/b>. So why rely on hunches when it comes to improving your customers\u2019 experience, when you could have all of this data at your fingertips?<\/p>\n

\u200b<\/i>[ebook-download title=”How customer-obsessed is your business?” link=”https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf” cta-text=”Take the quiz” src=””]<\/p>\n

Check out more of these business communication trends<\/h2>\n

These customer service statistics are just the tip of the iceberg. Our Customer Communications Review<\/i> is chock full of helpful insights for your business about customer service communications. Inside, you\u2019ll learn:<\/p>\n