Meanwhile, others felt differently. Roughly one in five said social media was the best channel to help resolve any customer service issues, while 11.0% chose email.
Surprisingly, chatbots, which many marketers are using to help boost retail sales, were only seen as the most effective channel by 2.7% of respondents. Indeed, more respondents found a simple letter to be more efficient.
Overall, there was no channel more effective than a phone call. And that falls in line with previous studies, like one from "The eMarketer Ecommerce Insights Report," conducted by Bizrate Insights, which found that more US internet users prefer to chat with a customer representative over the phone (31.9%) than any other channel.