Consumer Demand VS. Retailer Capability

Consumer Demand VS. Retailer Capability ** mpl As customers are demanding more from customer service retailers are struggling to keep up... 49% 89% 68% of customers only call when they have a more want queries answered by a person when shopping online whilst shopping online would like to have webchat offered complex question The growing gap between customer demand & retailer capability consumers say they constantly change the channel in which they deal 50% with an organisation BUT only. 17% of organisations make it easy to switch between channels for seamless customer service and only... 15% of retailers are easily able to track customers across multiple channels 90% of customers want to email the same advisor as they spoke to on the phone... but only 5% of contact centres fully integrate this channel with other channels The impact of customer service on consumer behaviour of consumers say they would buy more from companies that make it easier for them to do business 74% of consumers have stopped doing business 86% with a company over a bad customer experience 6 people on average are told about a friends positive customer experience through word of mouth & social media! What retailers can do to stay ahead of customer demand Create a single view of the customer & a seamless cross channel customer experience Manage Big Data to provide a unique shopping experience Provide customer advisors mpl with a single view of all customer interactions/details Customer 1234 5678 9012 3456 CHEDIT Track the entire Integrate all back office systems to Engagement customer journey across multiple create one view channels across the business Put your customer back in-control with self-service apps Respond instantly to customers regardless of chosen channel and Visual IVR Provide your customers with web chat for instant customer service response Provide a universal queue of customer contact channels to multi-skilled agents