Survey Reveals Customer Service Channel Usage
USA - Travel Companies Slow to Use Social Media, Call Centers Dominate
A Hanseatic Consult study, commisioned by hiogi service-community.net showed that 2/3rds of 102 travel companies that have been analysed do not use any social media formats for customer dialogues.
Hotlines, web forms and email still dominate.
Online holiday portals had been asked which customer support
channel they use.
As a result the study showed that 98% still use call centres, around 65 % used web contact forms, email and FAQs.
Facebook was only used by 18%, Bookmarking and Twitter by 12%
and RSS feeds and mobile web by less than 10%.
About Service-Community.net
Service-Community.net is a Software-as-a-Service for the
involvement of customers and employees. It enables them to
solve issues based on a self-service and collaborative
approach. The solution is fully customizable and white label
enabled, so that corporations can seamlessly integrate the
solution into their websites and open up for
more honest Web 2.0 dialogues. Despite a focus on mechanisms
that guarantee high quality content for SEO purposes the system
is also optimized for mobile customer dialogues via SMS, WAP,
iPhone, Twitter, Skype or email. Information:
http://en.service-community.net.
