Companies Still Failing to Meet Customer Service Needs across Channels, New Survey from inContact Reveals
27 Avril 2017 - 1:00PM
Business Wire
8 in 10 consumers are willing to switch
companies due to poor customer service
inContact, Inc., a NICE company (Nasdaq:NICE), the
leading provider of cloud contact center
software unifying omnichannel routing, workforce optimization
and analytics, today announced new research identifying gaps in
customer satisfaction across 10 different customer service
channels. The “inContact Customer Experience Transformation
Benchmark Study” reveals that, across all channels, consumers are
not getting the “fast resolution” they demand. Insights from the
survey demonstrate the critical need for companies to improve their
cross-channel customer experience, revealing that less than half of
customers are satisfied with their experience, regardless of
communication channel.
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Companies must improve service or risk
losing customers. Less than half of customers are satisfied with
their recent experiences, regardless of communication channel.
(Photo: Business Wire)
To gain further understanding into customer experience
expectations, inContact surveyed consumers to determine their
perceptions for where companies are falling short, how technology
is affecting service, and consumer preferences for channels and
methods of communication. The results confirmed that delivering
excellent omnichannel customer service continues to be a major
business pain point, revealing key areas where companies are not
meeting consumer demands.
Some of the major findings include:
- Consumers Still Prefer Speaking to a
Human Customer Service Agent, Despite Industry’s Focus on
Self-Service ChannelsThe study revealed that speaking to a live
person is still the most preferred way to deal with customer
service – less than half (42 percent) of respondents are satisfied
with communication through Agent-Assisted and Self-Service
channels. As businesses today explore and adopt automation
technologies to improve contact center operations, they need to
consider strategies and solutions where technology can augment
human interactions – not replace them – in order to ensure fluidity
between channels.
- Email and Interactive Voice Response
(IVR) are Most Frustrating Customer Service ChannelsAccording
to the results, IVR and email have the lowest consumer performance
ratings and elicit the strongest emotions of anger, disgust and
frustration. Consumers reported that these channels are less
personalized, slow and do not provide complete information, and
that the phone is the most preferred and effective method of
communication. Specifically, the survey revealed that email is the
least effective method of resolution, with over one-third reporting
the issue as ‘still ongoing’ or ‘nothing more the company can
do.’
- Millennials Give Companies Poor
Customer Service Ratings, Have Higher ExpectationsOnly 45
percent of millennials surveyed expressed satisfaction across
customer service channels. Millennials cited that they expect
brands to know their purchase history, be proactive and have
seamless omnichannel integration. For self-service channels, such
as websites, apps, bots and IVR, customer service ratings increased
with age, further confirming that Gen X holds companies to higher
standards.
- Airlines, Retailers and Credit Card
Companies Provide Highest Quality Customer ServiceSeveral
industries are leading the pack in driving better omnichannel
customer experiences. At the same time, industries such as fast
food, Internet providers and car rentals have the lowest-rated
service as they fail to provide sufficient customer service. These
industry-specific findings demonstrate the need to customize
service channels based on users and on specific business
needs.
“This important research confirms that, even as we make
incredible advances in technology and automation, companies are
still struggling to deliver consistent, excellent customer service
across all touchpoints,” said Paul Jarman, CEO at inContact. “To
stay competitive, businesses today need to win every interaction
with their customers. Cloud contact center technology enables
companies to meet and exceed consumers’ high expectations by
deploying technology that enables seamless customer service,
regardless of the channel.”
About This Report
inContact surveyed more than 700 consumers who had experienced a
customer service interaction in the past three months. Data was
collected between March 1 and 23, 2017. For more information and to
download the full research report, please visit:
http://response.incontact.com/2017-consumer-research
Additional Information
- Learn more about available cloud
solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on
Facebook
About inContact, a NICE company
inContact is the cloud contact center software leader, with the
most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized
as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and
DMG, inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. inContact is a part of NICE (Nasdaq: NICE), the
worldwide leading provider of both cloud and on-premises enterprise
software solutions, helping organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are
using NICE solutions. For more about NICE, visit www.nice.com.
To learn more about inContact, visit www.incontact.com.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Mr. Jarman, are based on the current expectations of the management
of NICE Ltd. (the Company) only, and are subject to a number of
risks and uncertainties that could cause the actual results or
performance of the Company to differ materially from those
described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting
uncertainties; changes in technology and market requirements;
decline in demand for the Company's products; inability to timely
develop and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired
operations, products, technologies and personnel; loss of market
share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution
arrangements. For a more detailed description of the risk factors
and uncertainties affecting the Company, refer to the Company's
reports filed from time to time with the Securities and Exchange
Commission, including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
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inContactMedia:Cheryl Andrus,
+1-801-320-3646cheryl.andrus@incontact.comorInvestors:Marty
Cohen, +1-551-256-5354 (ET)ir@nice.comorNICE Ltd.Yisca Erez,
+972-9-775-3798 (CET)ir@nice.com
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