Attention retail players! Are your customers satisfied? Well, this report might get you thinking again...

Customer satisfaction is key to success of any business, especially in retail. In light of the recent e-commerce boom that India has seen in the past few years, there have been a lot of innovations that various e-commerce players have tried out to keep their customers happy. But are they working?

In a recent research carried out by Chennai based Freshdesk, to see how consumers are adapting to new support channels and how that is affecting the way businesses operate around the globe,  some interesting trends have emerged. This study by Freshdesk analyzes the shift in adoption of new support channels against more traditional ones, and how businesses have been able to cope with them across a representative sample of 250,000 end customers.

Here are some interesting insights from the survey -

• Do customers prefer social over email? Not really. 37% of customers use email over social (12%)
• Twitter is bigger than Facebook for customer support, but sentiments on the latter are more positive
• Businesses respond to social tickets faster than email, but often frustrate customers with incorrect solutions on social channels
• 27% of social tickets get redirected to email
• Customer satisfaction has a strong positive correlation to the number of suport channels the firm offers.

What has your experience been so far? Download the complete report here and tell us if you agree with Freshdesk's insights.