5 critical communication channels block managers should be thinking about.
In today’s fast-paced digital world, all businesses must adapt to ever-changing customer preferences regarding communication and property and block management agencies are no exception.
The landscape of customer service channels has expanded significantly, offering consumers more options than ever before and leaving some businesses struggling to keep up.
This article explores the most effective customer service channels and their key benefits, helping block management companies understand how to best serve their customers in 2024 and beyond.
The Importance of Multiple Contact Channels
Offering a variety of contact channels is crucial for businesses to meet diverse customer needs. According to a survey of over 7,000 consumers, preferences for customer service channels vary widely based on demographics, urgency, and personal preferences.
By providing multiple channels, companies can:
- Gain insights into customer interaction patterns
- Cater to different customer preferences
- Reduce pressure on admin teams
- Improve overall customer satisfaction
Traditional Channels: Still Relevant in the Digital Age
Phone Support: The Enduring Favorite
Despite the rise of digital channels, phone support remains the most preferred method for customer service, with 69% of consumers favouring it.
- Direct communication with a human expert
- Fast response times (UK consumers expect help within 9 minutes)
- Ability to handle complex or urgent issues
However, it’s worth noting that younger generations may feel more anxious about phone calls, indicating a potential shift in preferences over time.
Email: Expectations vs. Reality
Email remains a popular channel, preferred by 39% of consumers. While it’s often used for less urgent matters, customer expectations are high:
- UK consumers expect a response within 2.6 hours
- Companies typically aim to respond within one working day
This gap in expectations highlights the need for businesses to improve their email response times or consider alternative channels for faster communication.
Emerging Digital Channels: Meeting Modern Demands
Live Chat: The Rising Star
Live chat has become increasingly popular, with 58% of consumers considering it important for companies to offer this channel.
- Faster response times compared to email
- Ability for customers to multitask while waiting
- Option to escalate to voice or video chat if needed
Chatbots: Balancing Efficiency and Frustration
While 21% of respondents prefer chatbots, this channel can be a double-edged sword:
- Provides fast responses and 24/7 availability
- Can handle a significant portion of queries
- May lead to frustration if not well-trained or unable to handle complex issues
To maximize the benefits of chatbots, businesses should use them in conjunction with human-powered support for more complex queries.
Messaging Apps: The Future of Customer Service?
Messaging platforms like WhatsApp and Facebook Messenger are gaining traction, especially among younger consumers:
- 37% of customers expect access via messaging platforms
- Offers quick, convenient, and cost-effective communication
- Provides useful insights on message delivery and read rates
Choosing the Right Mix of Channels
When selecting customer service channels, consider the following factors:
- Block demographics and preferences
- Type and urgency of issues typically handled
- Available resources and team capabilities
Remember that 47% of consumers use multiple channels simultaneously to get faster responses. Therefore, it’s crucial to manage all channels efficiently and provide consistent service across platforms.
In conclusion, each management company’s most effective customer service strategy will vary. By understanding your customers’ preferences, leveraging data to optimise continuously, and offering a mix of traditional and digital channels, businesses can create a robust customer service experience that meets the diverse needs of modern consumers.
