In these, the customer and the company communicate with each other at the same time and during the same customer service session. Synchronous customer service communication channels include telephone and live chat. Email is now ranked first…In-person and telephone (agent-led) saw the sharpest declines."Ĭustomer service email is an asynchronous communication channel, which means the customer and the company are responding at different times. This research paper found "…a sharp shift during the pandemic. A 2021 Forrester Consulting study compared customers' channel preference before and after the pandemic. While customer service email's popularity may have diminished slightly as companies added social media, live chat and messaging channels, it competes with the telephone for most popular channel.
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