Your Customers Don't Want to Have A Conversation - They Want Answers!

YOUR CUSTOMERS DON'T WANT TO HAVE A CONVERSATION... THEY WANT ANSWERS! In a consumer survey, we asked 1000 consumers what they thought about the service they receive from businesses they deal with. Here's what we found. WHAT TYPE OF RELATIONSHIP DO CONSUMERS WANT WITH THE COMPANIES THEY BUY FROM? 59% Want Efficient Service 24% Want Personalized Service 11% Want To "Buy And Say Goodbye" Nearly 8% 9% 3 OUT OF 5 CONSUMERS Social Media / Mobile app Other turn to a company's 25% Call WEBSITE FIRST 58% to find answers. Company Website MOBILE IS KING 68% 60% of consumers aged 18-34 would rather use a of consumers go to a company's website first when looking for product or service information. MOBILE APP than speak to a live customer service rep. RETAILERS ARE IN THE LEAD... FOR NOW! The majority of consumers indicated that retailers provide the best online experience. RETAIL 67.2% OPEN TELECOMS 17.3% 1 UTILITIES 13.3% CHANNELS CONVERGE 74% of consumers expect the same answer online as they do when they phone into the contact center. ROOM TO IMPROVE But there's room for improvement with: Businesses are succeeding at: Marketing Goods & Services Online * Helping Customers With Problems Online Selling Goods & Services Online BOTTOM LINE: Businesses need to focus more on providing instant answers to customer questions posed across all online channels. The digitization of society has changed the rules of customer engagement KEY TAKE AWAY forever. Consumers expect to receive efficient self-service online. INTELLIRESPONSE il. Google consumer surveys 2014 © IntelliResponse Systems Inc. All rights reserved.