MSE Poll: How do you prefer to contact customer services?

MSE_Kit

Poll started 14 September 2021

Many firms' phone lines were overwhelmed during the pandemic, leading many to try new contact methods such as live chats. With life slowly going back to normal, are you inclined to choose a different way to contact customer services?

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MovingForwards

Who I'm contacting and what my query is determines how I contact a company.

comeandgo

This poll allows the same person to vote numerous times. 

ginger_chocolate

Doesn't it largely depend what the query is? If it's something complex that is likely to involve a two way conversation with a lot of nuance, and needs resolving quickly, obviously phone is the way to go. But I wouldn't bother going to the trouble of finding a phone number and sitting on hold for a quick and simple query - that's webchats job. For anything not particularly time sensitive, I'd go with email.

jenniewb

MovingForwards said:

Who I'm contacting and what my query is determines how I contact a company.

Exactly this! 


Grocery/basic shopping? In person.
Complex account based issue? On the phone in the privacy of my own home.
Technical glitch or error? Or something I am going to struggle to explain verbally? As long as it's not on the device I am trying to use (unless they are virtually able to fix it) by chat, especially if they are able to provide links and etc or I need to provide a screenshot.
At 3 in the morning when something has broken and it's an emergency? I really don't care so long as the person on the other end uses good English and is able to resolve the issue within minutes. 

JJ_Egan

As above really depends upon the nature of the problem .

usually email first .

Live Chat depends as many are non UK based and have a habit of disappearing half way through a message .

Notable that Customer Services and working from home has resulted in much poorer CS service .

MalMonroe

I prefer email or live chat. 

I will phone if I have to but I do prefer email. 

MatthewGaskin

I prefer to do everything myself and not have to deal with customer services at all. Companies with well-managed online portals are far more pleasant to deal with. The most frustrating thing is when you find there's something you can't do yourself, and you have to phone them - only to get a recording message telling you over and over that you should be using their website to make changes.

I know. I tried that already. All you're doing is making me really annoyed.