To view, please rotate your mobile device to the landscape position.

The Digital Conversationalist

People centric, self-solvers set between Old School and Next Gen.

TELECOMM QUESTION

1 of 5

Topic : Email vs. Call Centers

What channel does the Digital Conversationalist prefer to make a complaint about their communication service?

SELECT YOUR ANSWER

1 of 5

Topic : Email vs. Call Centers

correct: the call center

To make a complaint about their communication service, Digital Conversationalists actually prefer traditional channels. 34.6% prefer to use a call center, while 18.1% would engage over email.

what would you like to do next?

1 of 5

Topic : Email vs. Call Centers

INcorrect: email

You might think Digital Conversationalists would choose email to make a complaint, but a whopping 34.6% prefer to use a call center, while just 18.1% leverage email.

what would you like to do next?

2 of 5

Topic : Email

When is the Digital Conversationalist most likely to email their communications supplier? 

SELECT YOUR ANSWER

2 of 5

Topic : Email

correct: to make a complaint

Digital Conversationalists use email most often to make a complaint. 18.1% use the channel for making complaints, while only 15.3% use email to cancel their contracts.

what would you like to do next?

2 of 5

Topic : Email

INcorrect: to cancel a contract

When cancelling a contract, going in store is still the most preferred channel for the Digital Conversationalist. 18.1% of this group use email to make a complaint, while only 15.3% use this channel to cancel their contracts.

what would you like to do next?

3 of 5

Topic : Call Center vs. Social Media

What channel does the Digital Conversationalist prefer to ask a question about their communication service? 

SELECT YOUR ANSWER

3 of 5

Topic : Call Center vs. Social Media

correct: call center

When asking a question, Digital Conversationalists are quite traditional in how they engage with their communication brands. 31.5% use a call center to ask a question, while only 2.5% leverage social media.

what would you like to do next?

3 of 5

Topic : Call Center vs. Social Media

INcorrect: social media

To ask a question, Digital Conversationalists are most often turning to their traditional channels. Only 2.5% are using social media to communicate, compared to 31.5 % that are using a call center.

what would you like to do next?

4 of 5

Topic : Call Center

When is the Digital Conversationalist least likely to use a call center? 

SELECT YOUR ANSWER

4 of 5

Topic : Call Center

correct: to make a payment

Digital Conversationalists are using the call center to make their payments far less than to renegotiate their contracts. 20.6% use the channel for payments, compared to 29.1% to renegotiate.

what would you like to do next?

4 of 5

Topic : Call Center

INcorrect: to negotiate a contract

Digital Conversationalists are using the call center to make their payments far less than to renegotiate their contracts. 20.6% use the channel for payments, compared to 29.1% to renegotiate.

what would you like to do next?

5 of 5

Topic : Call Center vs. Go In Store

When does the Digital Conversationalist prefer to use a call center over going in store? 

SELECT YOUR ANSWER

5 of 5

Topic : Call Center vs. Go In Store

correct: to make a complaint

For nearly all tasks, Digital Conversationalists prefer to go in store rather than to use the call center. However 34.6% use the call center to make their complaints, compared to 25.4% that will go in-store. 37% are going in store to sign up for their communication services - the most common task this group completes in store.

You got 0 out of 5 correct!

what would you like to do next?

5 of 5

Topic : Call Center vs. Go In Store

INcorrect: To sign up for their product or service

16% more Digital Conversationalists will go in store to sign up for their service than will use the call center. However, when it comes to making a complaint a whopping 34.6% use the call center compared to just 25.4% going in store.

You got 0 out of 5 correct!

what would you like to do next?