I have been researching Web 2.0 as it applies to customer service and have also read quite a bit on engaging the customer. In any case, these are the channels that seem to be in service:
Phone support
Self Service
E-mail Support
Chat
Forums
As an informal poll:
Which channel do you prefer to use when YOU are the customer needing assistance? If more than one, can you rank them with #1 being most preferred?
Which channel do you prefer customers to use if you are a support agent? If more than one, rank with #1 being most preferred.
Which channel is used the most to contact your support center? Can you rank them from most used to least?
Thanks, I appreciate any time you can give this. I am curious as to what extent the web based channels are being adopted by customers and businesses.