Consumers prefer online, email-based customer service

Gone are the days when shoppers preferred to speak with a customer service rep face-to-face or via phone. Shoppers are increasingly choosing to handle their customer services queries online and via e-mail, according to a new study by Kana Software Inc.

According to an April 2014 research survey, when asked about their preferred customer service communication channels used to engage with retailers in the past six months, the channel named most often as most preferred was Web (24.5 percent), followed by email (17.9 percent).

Channels cited most often as least preferred were video chat, named by 30.2 percent of respondents, followed by phone, named by 22.6 percent of respondents. Story