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Customers still prefer email and phone for all business transactions, studies show

With billions of users around the globe, the Internet opened up new possibilities and methods of communication. Gone are the days where a customer can only contact a business through phones or email. Direct messaging through social media is popular nowadays due to the popularity and high usage of social media sites, especially to the maturing millennial market.

However, despite these changes, phone and emails should still be a focal point when it comes to customer service. Even if social media usage is rapidly increasing, businesses should still invest heavily in improving their email marketing strategies and the quality of Customer Service phone interactions.

Here are the reasons why:

High Preference for Phones

Communication through phones may have reduced in number due to the entry of social media-savvy millennial customers, however phone calls still remain a highly preferred mode of communication in the business industry. Mainly because of convenience and the high quality of interactions that result in the resolution of a customer service issue, inbound calls remain a top priority.

In a survey by the Northridge Group, about 56% of respondents find communication through phones “easy” and less complicated compared to other channels. In the same survey, phone interactions produced the highest ratio of customer issue resolutions, with about 87% of the respondents claiming they got their issues resolved with the problems they raised through a phone call.

So despite the ubiquity of social media users and high amount of time spent on these social media sites, phones are still an integral, if not the most effective part, of a customer service operation.

Email: Highest number of Users

Email was the first form of communication when the digital revolution started, and it still has not relinquished its place as one of the best communication channels on the Internet.

Website’s market research showed that email remains a favorite communication channel across all demographics. With a little over 70% of respondents, emails are the overwhelming favorite channel of communication.

email stats

Not yet sold on email marketing? Here are some interesting stats compiled by

  • Email is 40 times more effective at acquiring new customers than Facebook or Twitter.
  • You are 6x more likely to get a click-through from an email campaign than you are from a tweet.
  • For every $1 spent, email marketing generates $38 in ROI.

In this study by Merkle and Exact Target, results showed that people still prefer doing all business related transactions through email. It is fast, concise, and straight to the point. It also allows file attachment, as well as mobile accessibility. Most of all, email usage provides one of the most important aspects of the business–documentation. Both your staff and your customers can keep track of all your transactions, files, and interactions.

All these statistics show that email is not only an extremely effective way of doing business with your customers, it’s a great way to keep in touch with them too.

Not sure how to boost you’re the Customer Service capabilities through email and phone? Check out are inbound calls, outbound calls, and email services or hit us up at

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