Seventy percent of customers say they prefer to communicate about customer service issues via phone. That’s one of the many findings from the recently published 2024 State of Customer Service and CX report.
The April issue of Customer Communicator, the training and motivation newsletter for frontline reps, included highlights from the report including details on how customers feel about waiting on hold.
- 39 percent of customers are willing to wait up to five minutes before getting frustrated or angry.
- 75 percent prefer to be called back when it’s their turn rather than experiencing a long hold time.
- 43 percent said they would spend more money if they knew they would never have to wait on hold for customer support.
Insights into customer preferences appear regularly in Customer Communicator.