Issues are resolved fastest by telephone
Posted: Sun May 25, 2025 5:56 am
When a consumer has a question or complaint, they can contact the organization in question. This can be done in an increasing number of different ways. But how popular are the 'traditional' channels, telephone and email, still? And what about the webcare of organizations?
I am very curious about the size of the different channels and how we use these channels in different situations. I investigated this for my graduation thesis for the Communications program. I distributed the survey for my research among organizations in different sectors and of different sizes. 185 organizations participated in my research. How many of the questions or complaints are submitted to an organization via social media ?
Phone at #1
The channel that is used most by consumers is still the telephone. Just over 39% of all contact with organizations latvia phone number list is by telephone. With this I can say with certainty that this channel should not be written off for a long time. After the telephone comes email with 25%, the physical service desk with 11% and the web form with 10%. Contact via social media is surprisingly only in fifth place with an average of almost 8%. Companies can certainly make a difference here. The other channels (for example the live chat) are used the least with 6% of all contact.
table percentage channels
diagram of different channels
In addition to being the most used channel, the telephone is also the channel through which issues are resolved the fastest. 80% of respondents agree with the statement that questions or complaints are resolved quickly by telephone. For social media, this is 65% and for e-mail, 53% indicate that questions or complaints are handled quickly. Less fast channels are the web form and the other channels.
I am very curious about the size of the different channels and how we use these channels in different situations. I investigated this for my graduation thesis for the Communications program. I distributed the survey for my research among organizations in different sectors and of different sizes. 185 organizations participated in my research. How many of the questions or complaints are submitted to an organization via social media ?
Phone at #1
The channel that is used most by consumers is still the telephone. Just over 39% of all contact with organizations latvia phone number list is by telephone. With this I can say with certainty that this channel should not be written off for a long time. After the telephone comes email with 25%, the physical service desk with 11% and the web form with 10%. Contact via social media is surprisingly only in fifth place with an average of almost 8%. Companies can certainly make a difference here. The other channels (for example the live chat) are used the least with 6% of all contact.
table percentage channels
diagram of different channels
In addition to being the most used channel, the telephone is also the channel through which issues are resolved the fastest. 80% of respondents agree with the statement that questions or complaints are resolved quickly by telephone. For social media, this is 65% and for e-mail, 53% indicate that questions or complaints are handled quickly. Less fast channels are the web form and the other channels.