Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries. 70% say they get inconsistent answers across different channels. Continue reading Research finds UK consumers demanding more detailed, personalised answers from brands →

UK consumers would rather go to the dentist or have no internet for a whole day than contact a customer call centre by phone. This is according to new research from Aspect Software, which underlines how giving customers a choice of communications channels is the best approach when it comes to successful customer engagement. Continue reading Alternatives to phone are essential for successful customer engagement, says research from Aspect Software →

Leading customer service provider Arvato announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. Continue reading USA: Only 9 Percent of Consumers Say They Always Receive Excellent Customer Service →

With less than three months to go until the implementation of General Data Protection Regulation (GDPR), new research has revealed that over a third of marketers across Europe and the US still don’t understand the changes or the impact it will have on their businesses. Continue reading Over a third of marketers still don’t understand GDPR as implementation deadline looms →

Marks & Spencer, Monsoon, Wilko and John Lewis are among the easiest retailers for consumers to get in touch with, according to latest findings. Yonder Digital Group, commissioned research analysing how easily UK consumers could get in touch with retailers via their preferred channel and identified a dutiful-dozen retailers that are ticking all the boxes. Continue reading Research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service →

Inbenta, the natural language search and conversational platform powered by artificial intelligence announced the findings of a Chatbot Consumer and Business Survey, which examines the key insights shaping today’s opinions and outlooks on chatbots and AI. The findings include perspectives from more than 1,000 consumers and business executives across the globe. Continue reading AI Saves Money and Creates Frustration-Free Customer Service →