Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : American Consumers More Likely to Rave About Good Customer Support Experiences Than Complain About Bad Ones

#contactcenterworld, @mittoglobal

Mitto, a provider of global omnichannel communications solutions, announced the results of its survey around consumers' sentiment toward customer support, revealing an overwhelming appreciation of strong customer support from brands. American consumers said they are more likely to talk publicly about 'good' support experiences than 'poor' ones — 65% compared to 29% — a key finding as brands examine the role customer support channels play in brand loyalty, trust and retention amidst rapidly changing consumer behaviors.

The Mitto-commissioned survey, which in mid May polled 1,000 Americans who have interacted with customer support at least once in the past year, also explored what consumers believe good/bad support looks like, preferred channels of engagement and their perspective on the future of customer support following the pandemic.

What Makes for Good/Bad Customer Support?

When asked what makes a "good" customer support experience, consumers indicated: the problem is solved (81%), the interaction is timely and efficient (66%), and the customer support is courteous (58%).

As for what makes for "poor" customer support, respondents said: a long wait time (73%), confusing instructions (61%), and difficulty understanding the support team (56%). The consequences of only a couple poor support experiences can be severe as well. An overwhelming majority of respondents (71%) indicated that it only takes 1-3 poor customer support experiences for them to stop patronizing a brand and 78% report losing trust in a brand that delivered a poor customer support experience. When asked how a good/bad support experience impacted their day, 53% said a poor one has ruined their day while 52% said a good one improved it.

"Consumers have made two things quite clear over the past year: good customer support is vital to brand loyalty, and their expectations for what makes for 'good' support continues to rise," said Andrea Giacomini, CEO of Mitto. "As critical engagement touchpoints can make or break a relationship, customer support must be a top priority for brands as they navigate through and past the pandemic, and today this means offering a variety of channels for customers to choose from when, how and where they want.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Customer Support Channels of Choice

More than half (52%) of respondents said their preferred channel for interacting with customer support is SMS/text, with this channel being most preferable among 35-44 years olds (60%). When asked how long they are willing to wait for a support team member to respond to an inquiry over SMS/text, 35% said five minutes or less.

Chat apps like WhatsApp and Viber are preferred by 33% of respondents, with 38% saying they are willing to wait five minutes or less for a customer support team member to respond to their inquiry, indicating slightly more patience than SMS/text channels.

Prior research from Mitto revealed a wide range in use of messaging apps by country; U.S. consumers prefer Facebook, while those in China, Brazil, India and Nigeria prefer WhatsApp. But regardless of which channel they prefer, nearly all respondents (97%) said they feel it is important that their conversations with customer support are secure and private.

Customer Support of the Future

Mitto also examined the future of customer support following the past year in which 55% of respondents said they contacted support more than before the pandemic. In fact, over one-third of respondents (36%) said the customer support has become better since the pandemic, a nod to the significant investment brands have made in their support teams over the past year.

Reaching customers through their preferred channels and doing it safely will become increasingly important as well; 94% of respondents said they expect brands' customer support to become more technologically advanced in the future and 33% said their standards for these interactions will become higher.

Survey Methodology:
These findings are based on a Pollfish survey of 1,000 Americans. The survey ran on May 17, 2021.

#contactcenterworld, @mittoglobal


About Mitto:
Company LogoMitto is a leading provider of global, omnichannel communications solutions, supporting business growth with advanced customer engagement technology and messaging enablement. Offering easy-to-integrate SMS, Voice, and Chat App APIs, next-generation business messaging, and end-to-end phone number management, Mitto's platform ensures the world's largest brands and MNOs are ready for what's next.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Listen

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

Published: Monday, July 19, 2021

Printer Friendly Version Printer friendly version

2021 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’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
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

7.) 
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)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1192 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =