The research from Aspect, a customer engagement technology provider, also found that 4 in 5 of us (84 per cent) get frustrated if we can't find a satisfactory answer online within just 10 minutes of searching.
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YouTube, popular with its video blogger views and reviews, was found to be an increasingly popular form of customer service, as when asked, 77 per cent of those UK consumers sampled would sooner head to the video upload site to find out how to resolve an issue, than contact the company they'd bought from.
Company websites were also popular among those asked, with 15 per cent opting for visiting a particular supplier's website before purchase, 1 per cent more than using a reviews website. We are all now customer service representatives, with most of us preferring to resolve issues with companies by heading online to find similar experiences and opinions - even after we've bought something - a new study from Aspect Software has found.Īccording to the survey*, more than 3 in 5 of us (61 per cent) say that we'd immediately hit the net's search engines for information about a product or service before money has changed hands, with a third (33 per cent) sticking to the same method for finding out information - such as how to use something, spare parts or delivery updates - even after we've made a purchase. Most of us would rather trust a stranger's opinion than enquire about our purchases at the contact centre, according to new research from Aspect Software
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