10 Key Findings About Customer Service – Interactive Intelligence
10 KEY FINDINGS ABOUT CUSTOMER SERVICE A KNOWLEGEABLE REPRESENTATIVE and a TIMELY RESPONSE are the most valuable components of a great service experience BANK II II HOTELS, ONLINE RETAILERS, and BANKS provide the best service experiences Add to cart How can I help you today? LIVE AGENT remains the preferred interaction type followed by email and then there is a significant drop to web chat, etc.(this varies by age demographic) ACCESS TO HISTORICAL INFORMATION is deemed by 2012 customers the most valuable feature an interaction Owhay ancay Iway elphay ouyay odaytay? NOT BEING ABLE TO Huh? UNDERSTAND THE AGENT is rated as the most frustrating part of an interaction $X$ Customers AREN'T WILLING TO PAY EXTRA for higher service levels Customers are more willing to use SOCIAL MEDIA to praise a good service experience vs. complaining about a poor experience f int TUESDAY 2:30 PM The ability to get a SCHEDULED CALL-BACK was the most desired mobile application "AN EASY WAY TO PROVIDE FEEDBACK" is the top feature desired by customers 1 COMPREHENSIVE REPORTING AND ANALYTICS is the top feature desired by contact center professionals Source: Customer Service Experience Survey, sponsored by Interactive Intelligence and conducted by Actionable Research, April 2013. This survey was based on a respondent sample size of 1,407 consumers and 453 IT and customer care professionals. Respondents resided in Australia, Brazil, Canada, Germany, South Africa, Sweden, the U.K., and the U.S. 2011 I| 2010 6007 ||
10 Key Findings About Customer Service – Interactive Intelligence
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