Omni-Channel Challenge

The unpredictability of changing customer service channels and growing frustration with the continuity of service has many customers losing at THE OMNI-CHANNEL CHALLENGE START 58% of people have low expectations when contacting GO BACK 1 SPACE customer service Agent doesn't know your name, but knows your hat size 43% LOSE A feel the TURN service is inconsistent RETURN TO no matter what channel they use START Your issue was resolved 89% on the first contact say they are annoyed when they have to repeat themselves about the same issue ADVANCE ACROSS 47% say the THE BRIDGE information customer service has on them rarely resolves their issues Repeated your account number 3 times RETURN TO START CHALLENGE CARD Nearly every customer said that companies should have the most up-to-date information on them, regardless of the channel they are using CHALLENGE CARD Endure 30 minutes of soft rock hold music All channels lag behind voice when it comes to friendliness and knowledgeable agents SELECT A CHALLENGE CARD 61% have not been able to easily switch from one channel to another when interacting with customer service 80% of customers feel companies need to make big changes in how they provide customer service 91% say they should be able to pick up where they left off You text AND chat your way to issue resolution Feel like a stranger GO BACK 2 SPACES ADVANCE 1 SPACE ROLL AGAIN Company responds to Tweet complaint FINISH ADVANCE 1 SPACE ISSUE RESOLVED Help your customers win the Omni-Channel Challenge. Businesses that adopt an omni-channel strategy achieve 91 percent greater year-over-year customer retention rates compared to businesses that don't.* That means everybody wins! Survey conducted using the omnibus online services of TNS from October 9 to October 13, 2013 among a national sample of 2,500 Americans 18 and older, of which 2,201 have contacted customer service. * According to Aberdeen Group's October 2013 research report, Omni-channel Customer Care: Empowered Customers Demand a Seamless Experience aspect.