{"id":898,"date":"2016-11-08T15:10:36","date_gmt":"2016-11-08T20:10:36","guid":{"rendered":"http:\/\/paulgurney.com\/whats_new_blog\/?p=898"},"modified":"2016-11-08T15:10:36","modified_gmt":"2016-11-08T20:10:36","slug":"consumers-prefer-text-conversations-with-support-reps","status":"publish","type":"post","link":"https:\/\/paulgurney.com\/whats_new_blog\/2016\/11\/consumers-prefer-text-conversations-with-support-reps\/","title":{"rendered":"Consumers Prefer Text Conversations with Support Reps"},"content":{"rendered":"<p>Question for you: do you favor a <strong>less personal<\/strong> connection with the support reps you need to interact with in our modern life, or a more personal, face-to-face experience?<\/p>\n<p>A 2014 study showed consumers favor the less personal, compressed experience of Texting\/messaging versus voice or video support. <a href=\"http:\/\/www.businesswire.com\/news\/home\/20140402005509\/en\/52-Percent-Consumers-Prefer-Text-Conversations-Support\" target=\"_blank\">Source<\/a>.<\/p>\n<blockquote><p>Spending Too Long On Hold \u2013 Spending time on hold is a major source of frustration for consumers. 38 percent of respondents have spent 10-30 minutes on the phone with a customer support representative, while over half (56 percent) actually said that they\u2019ve waited an hour or more to have their problem solved.<\/p><\/blockquote>\n<p>The company that commissioned the study makes SMS messaging platforms. It was acquired by Salesforce in Sept. 2016<\/p>\n<p>http:\/\/www.heywire.com\/<\/p>\n<p>Sometimes you\u00a0might be in the mood to chat with a live person, with all the empathetic channels of voice in force, and other times you may prefer the single-channel avenue of ascii text. Let the customer decide which channel they prefer!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Question for you: do you favor a less personal connection with the support reps you need to interact with in our modern life, or a more personal, face-to-face experience? A 2014 study showed consumers favor the less personal, compressed experience of Texting\/messaging versus voice or video support. Source. Spending Too Long On Hold \u2013 Spending &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/paulgurney.com\/whats_new_blog\/2016\/11\/consumers-prefer-text-conversations-with-support-reps\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Consumers Prefer Text Conversations with Support Reps&#8221;<\/span><\/a><\/p>\n","protected":false},"author":55,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[35,15],"tags":[],"class_list":["post-898","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence","category-technology"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p415hC-eu","_links":{"self":[{"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/posts\/898","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/users\/55"}],"replies":[{"embeddable":true,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/comments?post=898"}],"version-history":[{"count":1,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/posts\/898\/revisions"}],"predecessor-version":[{"id":899,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/posts\/898\/revisions\/899"}],"wp:attachment":[{"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/media?parent=898"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/categories?post=898"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/paulgurney.com\/whats_new_blog\/wp-json\/wp\/v2\/tags?post=898"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}