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Preferred methods for making customer inquiries outside of call center business hours in Japan as of August 2023

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Source

Release date

February 2024

Region

Japan

Survey time period

August 28 to 29, 2023

Number of respondents

1,053 respondents

Age group

20 years and older

Special properties

multiple answers were allowed

Method of interview

Online survey

Supplementary notes

Original question: " What was the best inquiry method you have used outside of business hours?"

Citation formats

Popular customer inquiry methods outside office hours in Japan 2023

Published by
F. Watty,
Apr 4, 2024
Phone calls remained the most popular method in Japan to resolve customer issues, despite the increasing adoption of other online channels. In case of inquiries made outside of business hours of a call center, consumers named the redirection to a booking form for return calls their preferred method, according to a survey conducted in August 2023. Chatbots with input recognition followed, with **** percent of respondents naming the automated feature the best way to receive customer support.
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