(External) Customer Service: Consumer Preferences vs. Businesses' Plans
RightNow Technologies and Harris Interactive report that 74% of US consumers prefer to contact a company about some customer service-related inquiry over the phone, while only 26% prefer e-mail and just 15% say they prefer Web forms.
It seems that most consumers told Harris they prefer the telephone for customer service because they don’t like to wait too long for company responses. Harris asked respondents what they considered to be an "acceptable" waiting time for responses to e-mail and/or Web-based inquiries during the holiday season. Though 29% give companies 24 hours to respond to such inquiries, another 24% will accept waiting for just one hour.
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