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News : Half of U.S. Consumers Ready to Leave the Brands They Do Business With

#contactcenterworld, @AspectSoftware

Phoenix, AZ, USA, Nov 15, 2016 -- Last year, just over 50 percent of American consumers said they felt underappreciated by the companies they do business with. This year unfortunately, that number is nearly 60 percent and that underappreciation is leading to lost business.

According to new research from the 2016 Aspect Consumer Experience Index, half of U.S. consumers moved from at least one company in the past year because of a poor service experience. While waiting a long time continues to top the list of things customers dislike about customer service, frustrations like the length of time it takes to get an issue resolved and having to repeat their issue to several people, increased noticeably from last year’s survey.

General retail, the industry still most susceptible to bad service turning into lost business, was the only tracked industry which saw a decrease in customer attrition from the 2015 survey. Travel, Telecom/Cable and Big Box Retail saw small to sizable increases in lost business while the Financial industry saw the number of customers who left banking institutions nearly double because of unacceptable service.

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"The customer dissatisfaction revealed in our 2015 consumer survey should have been a wakeup call to any business-to-consumer company delivering a substandard customer experience. So the fact that consumers today say they are even more inclined to leave a brand because of bad service is very alarming," said Joe Gagnon, Aspect’s Chief Customer Strategy Officer. "For some time we’ve been talking about the growing consumer desire for self-service and digital-first interaction with brands. Now 71 percent of consumers want the ability to solve most customer service issues by themselves. What’s more, 65 percent of respondents said that they feel good about both the brand and themselves when they can resolve issues on their own. This continues to be a huge opportunity for companies looking to quickly and easily improve the customer experience and keep the customers they work so hard to acquire."

If a company could get it right, 49 percent of consumers in the survey said that they would rather conduct all their customer service interactions via texting/messaging. And nearly 40 percent of them said texting is a more effective communication option for them versus talking to a company that they are interacting with. However, while providing self-service options like interactive text or intelligent assistance on Facebook Messenger addresses these consumer demands, an overwhelming majority (86 percent) said that any automated interaction should always have an option to talk to a live person.

This dramatically underscores the need for brands to deliver omni-channel customer service where connected, contextual experiences enable customers to pick up where they left off on any channel without having to repeat themselves. 73% of consumers said it was very important, a 5-point increase from 2015.

#contactcenterworld, @AspectSoftware

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software


About Aspect Software:
Company LogoAspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
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Today's Tip of the Day - Getting The Marketing Message Right

Read today's tip or listen to it on podcast.

Published: Monday, November 21, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 

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