News : Customers Expect Same-Day-Response
May 21, 2014 -- Nearly nine in ten customers have requested help with a product or service online and two thirds expect a same-day response, according to a report.
Lithium Technologies’ survey of 2,100 American consumers also showed that 43 percent expect a response within an hour and 14 percent expect it in five minutes.
81 percent said that they use the web to research big purchases, with two thirds of respondents using two or more online sources to aid their decisions.
There was good news for businesses as 61 percent of Americans disagreed that they are more likely to complain about than praise a product or service online.
However, younger customers were more likely to complain than older ones.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Continuous Improvement
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About Lithium Technologies:
Customers want fast access to answers online, whether it’s through search or social media. When answers aren’t available, they make calls to your contact center or post their frustration on social networks for their friends and followers to see. So how do you generate answers on your website and respond to issues on Twitter and Facebook at scale? Lithium has the solution: 1. Drive requests through an online community and self-service knowledge base 2. Equip agents to respond efficiently on social channels while building awareness of your online resources 3. Tie your social support into your CRM system 4. Turn the resulting knowledge into valuable business assets for customers and employees alike.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
Published: Wednesday, May 28, 2014