Crack The Customer Code

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. Why is chat better than phone for some customers? We all know calling a company for customer service is typically time-consuming and frustrating. So with text-based service options like chat becoming more available, many of us are opting not to pick up the phone. “We all have been trained to not pick up the phone…” -Jeannie Walters But is this really better? While chat offers convenience and a better sense of control for the customer, phone conversations capture more of the emotion and urgency of the situation. So even though we save on resources by sending customers through this channel, we miss out on valuable insights that can only be communicated through the spoken word. Perhaps we should not be looking at this as one channel being better than the other. Instead, maybe we should be thinking about what actually serves the customer in the moment. For instan