A staggering nine-in-10 businesses experience some form of abandonment during the customer onboarding process with the banking sector experiencing the highest rate at almost 1-in-4 dropping out. Continue reading 90% of companies lose potential customers during the digital onboarding process
Category Archives: Market Research
Poor call centre experiences could cost businesses up to 84% of returning customers
Infinity, the global call intelligence and speech analytics platform, announces the results of its ‘Moments That Matter’ survey, finding that 84% of customers would be less likely to return to a brand after a poor customer call experience. Continue reading Poor call centre experiences could cost businesses up to 84% of returning customers
60% of customer service managers say this will be the “toughest winter yet” as fears of losing customers grow
Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. That’s according to new research from gig customer service (GigCX) platform Limitless, which surveyed 250 customer service leaders in the UK and US to determine whether the industry has reached a ‘tipping point’ amidst recession fears. Continue reading 60% of customer service managers say this will be the “toughest winter yet” as fears of losing customers grow
Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Centre, Forfeiting Critical Business Benefits
Waterfield Tech, a leading global customer engagement solutions provider, announced research findings detailing a significant lag in the adoption of conversational AI in the contact centre. Continue reading Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Centre, Forfeiting Critical Business Benefits
New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations
Vonage has unveiled new research that shows businesses have technology gaps that prevent them from making meaningful connections with customers. After two years of nonstop digital transformation among businesses, only 45% of consumers are “very satisfied” with the way they connect with companies, revealing opportunities to enhance digital transformation efforts with omnichannel communications channels, artificial intelligence (AI)-driven capabilities, and more. Continue reading New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations
42% of consumers have had it with hanging on hold
Having to wait on hold for a long time is the biggest frustration when calling customer service for more than two in five (42%). This emphasises that customers of today expect timely, consistent treatment and service – even during the busiest time of the year, according to a recent social poll carried out by customer communications & call centre specialist, Enghouse Interactive. Continue reading 42% of consumers have had it with hanging on hold