Over two-thirds (70%) of UK consumers would like customer service to be more convenient and offer more channels to get in touch with organisations, according to a new report, ‘Customer engagement – the road to 2020’, commissioned by West Unified Communications Services. This shows that contact centres are still behind in offering digital technologies that deliver on their promise of excellent customer engagement from a consumer’s perspective. Continue reading 70% of consumers demand more convenient customer service options to support 24/7 lifestyles
Category Archives: Market Research
Businesses Are Investing in Technology to Improve Customer Experience, but Many Are Still Falling Short of Giving Customers What They Want
A new Mitel® survey of 5,000 adults from the United States, UK, France, Germany and Australia indicates a measurable disconnect between the advancements organizations think they are making to deliver exceptional customer experience and how customers actually view their commercial interactions. Continue reading Businesses Are Investing in Technology to Improve Customer Experience, but Many Are Still Falling Short of Giving Customers What They Want
70% consumers think the use of bots is acceptable in customer service
Over two-thirds (70%) of consumers think the use of bots programmed to respond like agents is acceptable in customer service, reveals a new report, ‘Customer engagement – the road to 2020’, commissioned by West’s Unified Communications Services. This shows that consumers are happy to move to digital from voice if it is convenient, quick and helpful. Continue reading 70% consumers think the use of bots is acceptable in customer service
More than half of Brits in financial trouble feel they cannot ask for help
More than half (52%) of people feel there is a negative stigma attached to asking for help if they fall into debt, according to new research. The study, completed by outsourced customer contact specialist Echo Managed Services, surveyed 1,000 UK residents on their experiences, knowledge and attitudes to household arrears. Continue reading More than half of Brits in financial trouble feel they cannot ask for help
NewVoiceMedia study finds UK sales reps are failing to provide the emotive experiences that boost customer acquisition and retention
New research[1] from NewVoiceMedia, reveals that less than half (46 percent) of UK sales professionals made a personal or emotional connection with the majority (51 percent or more) of their prospects over the last year, despite acknowledging the impact that emotive experiences have on sales success. Continue reading NewVoiceMedia study finds UK sales reps are failing to provide the emotive experiences that boost customer acquisition and retention
NewVoiceMedia reveals nearly half of UK consumers ditched a business last year following poor customer service
New research from NewVoiceMedia, reveals that 42 percent of UK consumers left a business last year due to poor customer service. For millennials (those aged 25-34), this increased to 53 percent. Continue reading NewVoiceMedia reveals nearly half of UK consumers ditched a business last year following poor customer service