High Expectations for Customer Service in the U.S. - Teleperformance - ContactCenterWorld.com Blog
In 2016, the CX Lab conducted a survey across countries and verticals, including the United States. Our data presents perceptions of customer service in the U.S. market, as well as how companies can leverage customer service in order to increase satisfaction, loyalty, and advocacy. U.S. consumers are, overall, more satisfied than those surveyed in other countries. However, there are still areas that need improvement.
In terms of channel usage, voice is the most used and preferred channel to interact with customer service in the U.S. by far, followed by Email / Web Form and Chat with Live Agent. The usage and preference of voice clearly surpasses all other channels and is even above the global average. Nonetheless, voice preference varies significantly by age, with lower preferences among younger generations.
U.S. consumers are more satisfied with customer service and are more likely to have their problem resolved during the first contact than other countries surveyed. But a poor customer service experience can have a significant impact on loyalty. Customers who had a negative experience when interacting with customer service presented 29% lower loyalty intention compared with customers who did not interact with customer service.
Ensuring an exceptional customer experience is a true brand differentiator for companies operating in the United States. Teleperformance, the worldwide leader in customer experience management is prepared to help you design and implement the right customer experience strategy.
To learn more about what customers in the United States want, please read our new white paper.
Publish Date: February 21, 2017 5:00 AM
2020 Buyers Guide Inbound Call Handling Services
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
View more from Teleperformance
Recent Blog Posts:
|Cruise Control: Latest Dispatch from the CX Lab||January 9, 2020 5:00 AM|
|Delivering Exceptional Service through Emotional Intelligence||December 17, 2019 5:00 AM|
|Simpler, Faster, and Better Chat Experience||December 12, 2019 5:00 AM|
|Customer Experience in the Time of Feedback||October 31, 2019 5:00 AM|
|Welcome Innovation with TIEC!||October 17, 2019 5:00 AM|
|The Human Experience is Essential||July 4, 2019 5:00 AM|
|Empowering Your Customers||July 2, 2019 5:00 AM|
|The Friction Hunters: Inspiring a Positive Impact on Customers||June 27, 2019 5:00 AM|
|Gaining Competitive Advantage Through Human Interaction||June 3, 2019 5:00 AM|
|A Primer on Customer Centricity||May 23, 2019 5:00 AM|