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Do you proactively reach out to dissatisfied self-service customers through other channels?

By Erica Marois | Date Published: August 29, 2013 - Last Updated August 22, 2018 | Comments

Last week we asked the community this question. The results? 61% said yes, with a follow-up phone call. 

26% said they don't follow up, 9% said they follow-up via email, and 4% said they use another method for follow-up.

How do these results compare with other recent research?

We asked contact center leaders this same question earlier this year while conducting research sponsored by USAN.  361 contact center leaders responded to our survey on emerging channels and customer engagement.  53% of respondents indicated that they follow-up via phone, while 30% said they don't follow-up at all.

Curious to know what other trends emerged from the research?  Survey participants answered a variety of questions pertaining to their activities and objectives around supporting customers in a multichannel environment.  You can download our complimentary whitepaper: 6 Best Practices for Optimizing Multichannel Support, or purchase the complete research report: Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide on our website.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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