Please thoroughly answer each question. Firms of all sizes (small, independent businesses, mid-size chains, and

Question: Please thoroughly answer each question. Firms of all sizes (small, independent businesses, mid-size chains, and large multi-national corporations) have developed many kinds of social-networking tools, email and instant messaging programs, and text messaging systems to deal with customer service inquiries. The intent of these mechanisms are all to help bridgePlease thoroughly answer each question.
Firms of all sizes (small, independent businesses, mid-size chains, and large multi-national corporations) have developed many kinds of social-networking tools, email and instant messaging programs, and text messaging systems to deal with customer service inquiries. The intent of these mechanisms are all to help bridge the distance between consumers and companies and provide an easier path for the customer to share information with and get their questions answered by the business.
However a survey by American Express Company found that almost 90 percent of the respondents said they still want their inquiries handled by real customer service representatives in real time either in person or over the “old-fashioned” telephone.
1. With all of the new technology available to customers and opportunities to interact with businesses, why do you think most consumers still prefer the old-fashioned telephone-based or personal service channel? Explain your response with supporting facts.
2. How does this situation relate to some to the topics we have discussed throughout the course including things like trust and risk? Discuss your response your supporting information.
Hey, I would like to help you with this. I have prepared this point to point for your better understandings. The reason consumer prefer old fashioned telephone based service channel is – (i)Telephone Calls are Easier- Telephone Calls are Easier that…View the full answer