News : YouTube Could Replace the Call Centre, Finds Survey
London, UK, Feb 6, 2015 -- We are all now customer service representatives, with most of us preferring to resolve issues with companies by heading online to find similar experiences and opinions - even after we've bought something - a new study from Aspect Software has found.
According to the survey*, more than 3 in 5 of us (61 per cent) say that we'd immediately hit the net's search engines for information about a product or service before money has changed hands, with a third (33 per cent) sticking to the same method for finding out information - such as how to use something, spare parts or delivery updates - even after we've made a purchase. Company websites were also popular among those asked, with 15 per cent opting for visiting a particular supplier's website before purchase, 1 per cent more than using a reviews website.
YouTube, popular with its video blogger views and reviews, was found to be an increasingly popular form of customer service, as when asked, 77 per cent of those UK consumers sampled would sooner head to the video upload site to find out how to resolve an issue, than contact the company they'd bought from. The research from Aspect, a customer engagement technology provider, also found that 4 in 5 of us (84 per cent) get frustrated if we can't find a satisfactory answer online within just 10 minutes of searching.
Paul Thomas, VP Northern Europe at Aspect says, "Despite the survey finding that consumers feel that they get a quicker answer from companies themselves (35 per cent) compared to talking to strangers on the internet (28 per cent), the culture of customer service is changing much in the way journalism has thanks to increased mobile technology and the mainstream adoption of instant communication channels."
He added: "Consumers are taking something historically reserved for the contact centre into their own hands - because they can. Today's customer service representatives are quickly becoming your fellow customers. The challenge is that people believe they'll get a quicker response from rather than those trained and paid to help them rather than the hive mind, so it's almost as ifs the psychology behind the victory of self-serving is winning out here. People feel much happier and more satisfied when they solve issues for themselves rather than after speaking to customer services, as agreed by 46 per cent of consumers in the survey.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect 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.
Published: Tuesday, February 10, 2015
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