How to Contact Customer Service

In this Knowledgebase

How to contact customer service

• Channels of communication

• Tips & Tricks for reaching a company for support

• Pro & Cons to channels of communications for company

How can you contact customer service when multiple channels exist? Depending on the industry, a company may need to offer multiple channels, or just one due to budget limitations and service delivery goals. As of result of this, as a customer we need to consider what the best option to reach out to a company.

In this current era of customer service, there are two types of channels of communication, live and static. Therefore, when we reach out to a company we can use the best possible channel.

If you’re frustrated with not knowing the best way to reach out to a company? Do you need insight from the customer service industry? Thus you can

Static communications

Communication that is slow but can be effectively used to file formal complaints

+ Pros

• Can be used to file a formal complaint as a customer or consumer
• May get the attention of a company’s management
• Can help customer present their case without much heated emotion
• If there’s digital or physical proof that a company has received a communication, it may help a legal case and or protect a customer’s rights.

– Cons

• Customer may not properly explain their service or product issue, and it can be misunderstood
• You can stay on the line until questions and concerns are address
• Customer complaint can be easily ignored
• May fall into the wrong hands within a company
• It’s possible for the communication to not get to its intended destination
• Getting the correct contact information may not be easily obtainable
• The time it takes for communication to get to the right place can be slow
• When a company responds, it may take extra time if they are diligent with the customer’s issue

Live communications

+ Pros

• Fastest available communication that generally cannot be avoided
• An escalation can be requested at anytime during the call
• Short wait time if you know the best time to call for support
• You can stay on the line until questions and concerns are address
• Additional contact information can be requested in case of an escalation
• Company customer service representatives who do their job well have to work hard to get answers to difficult questions.
• Multiple questions can be brought to the attention of customer service representative
• Follow up action can be requested like an email confirmation during a live call
• If a customer service representative is not being helpful, you can ask to speak to someone else for support

– Cons

• If you do not know the best time to call, your hold time can be 15 minutes, up to 2 hours+
• Even if you come across a company that has a callback feature, your callback ma not go through
• When calling from a cellphone, it might be difficult to be heard by the customer service representative
• Calls may last a long time if you’re not prepared to talk

If you need to reach a company, use our free directory to pinpoint the best way to reach out to a company. For more tips on how to reach out to a company, use this free resource.