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If you don't provide this option, you would possibly be risking that the shopper will choose a competitor Call center over you. A study by Ascent Group discovered that 60% of firms that measured FCR for a yr or longer reported improvements of as much as 30% of their efficiency. According to a survey performed by Hiver, 48% of Gen Z and 35% of Millennials choose email as a channel, making it the most-used channel for assist communications. This pattern is adopted by telephone - 30% of Gen Z and 31% of millennials choose utilizing the cellphone after email as their most well-liked medium of communication.