2008: Phone Is Still Favorite
Yesterday during Genesys Telecom Labs’ Analyst Conference Joe Heinen, vice president of corporate marketing, polled the analysts about customer interaction channels. About 30 analysts, representing such firms as Datamonitor, Yankee Group, Forrester Research, and Frost & Sullivan, were attending the event.
Heinen’s first question: Globally, what percent of customer service interaction will each channel have in 2008?
The majority of votes (43 percent) went to the phone, with analysts predicting that most customers’ current favorite channel will remain the preferred channel, garnering 61 to 70 percent of service interaction in 2008. Next was email. Forty-three percent of the analysts (the majority for this question) expect it to be the preferred channel for 11 to 20 percent of service interactions. Third was Web click-to-call service, with 33 percent of the analysts (the majority for this question) predicting that it will garner 5 to 10 percent of customer interactions. At less than 5 percent were Web chat/instant messaging, SMS, fax, mobile multimodal, and postal mail.
Heinen also asked analysts which channel – Web click-to-call, Web chat/instant messaging, email, SMS, mobile multimodal – is currently getting the most attention from business executives. The hands-down winner: email.
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