Frustrated customers are turning online for tech support, a surve...
Frustrated customers are turning online for tech support, a survey said. Many (40%) said they prefer the phone as a means of resolving technical issues, but online chat came in 2nd (32%). Almost all respondents (95%) said they plan…
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to use online chat for customer assistance. Top phone gripes include hold (92%), having to repeat information (62%), being told to do things already done (52%) and having to call multiple times (51%). The SupportSoft survey polled 301 people at companies of 1,000 or more people who said they use a PC daily.