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Are you listening to the voice of your customers?

Mirror, mirror on the wall, who’s the fairest of them all?

It’s your customers!

A recent Gartner report stated that “Voice of the Customer (VoC) will be one of the most significant strategic investments over the next few years.”

So, the million dollar question: where can you hear your customers?  Well, everywhere, but one of the most prominent and most preferred channels is the telephone. Countless surveys support this position.  Below are graphs to highlight this viewpoint.

Which methods have you used most often in the past year to contact a customer service center?

customer contact method preference

source: Datamark

Which methods do you prefer to use to contact a customer service center? 

most preferred methods

Source: Datamark

Year-End 2012 to Mid-Year 2013, use of telephone based interactions

2012-2013

Source: CFI Group

The message is clear.  Voice is a customer’s preferred method of contact, even among all the other asynchronous forms like social media and live chat. The voice channel then is your goldmine for customer insights, so you should start capturing them. 

Parting words of wisdom: listen to your customers no matter what the buzzword of the moment is.

Use Record Retrieve to listen to your customers. Sign up or contact us today.