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Industry Research : Companies Still Failing to Meet Customer Service Needs Across Channels

#contactcenterworld, @inContact

inContact, Inc., a NICE company (Nasdaq:NICE), a provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, announced new research identifying gaps in customer satisfaction across 10 different customer service channels. The "inContact Customer Experience Transformation Benchmark Study" reveals that, across all channels, consumers are not getting the "fast resolution" they demand. Insights from the survey demonstrate the critical need for companies to improve their cross-channel customer experience, revealing that less than half of customers are satisfied with their experience, regardless of communication channel.

To gain further understanding into customer experience expectations, inContact surveyed consumers to determine their perceptions for where companies are falling short, how technology is affecting service, and consumer preferences for channels and methods of communication. The results confirmed that delivering excellent omnichannel customer service continues to be a major business pain point, revealing key areas where companies are not meeting consumer demands.

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Some of the major findings include:

- Consumers Still Prefer Speaking to a Human Customer Service Agent, Despite Industry’s Focus on Self-Service Channels

- The study revealed that speaking to a live person is still the most preferred way to deal with customer service – less than half (42 percent) of respondents are satisfied with communication through Agent-Assisted and Self-Service channels. As businesses today explore and adopt automation technologies to improve contact center operations, they need to consider strategies and solutions where technology can augment human interactions – not replace them – in order to ensure fluidity between channels.

- Email and Interactive Voice Response (IVR) are Most Frustrating Customer Service Channels
According to the results, IVR and email have the lowest consumer performance ratings and elicit the strongest emotions of anger, disgust and frustration. Consumers reported that these channels are less personalized, slow and do not provide complete information, and that the phone is the most preferred and effective method of communication. Specifically, the survey revealed that email is the least effective method of resolution, with over one-third reporting the issue as ‘still ongoing’ or ‘nothing more the company can do.’

- Millennials Give Companies Poor Customer Service Ratings, Have Higher Expectations
Only 45 percent of millennials surveyed expressed satisfaction across customer service channels. Millennials cited that they expect brands to know their purchase history, be proactive and have seamless omnichannel integration. For self-service channels, such as websites, apps, bots and IVR, customer service ratings increased with age, further confirming that Gen X holds companies to higher standards.

- Airlines, Retailers and Credit Card Companies Provide Highest Quality Customer Service
Several industries are leading the pack in driving better omnichannel customer experiences. At the same time, industries such as fast food, Internet providers and car rentals have the lowest-rated service as they fail to provide sufficient customer service. These industry-specific findings demonstrate the need to customize service channels based on users and on specific business needs.

"This important research confirms that, even as we make incredible advances in technology and automation, companies are still struggling to deliver consistent, excellent customer service across all touchpoints," said Paul Jarman, CEO at inContact. "To stay competitive, businesses today need to win every interaction with their customers. Cloud contact center technology enables companies to meet and exceed consumers’ high expectations by deploying technology that enables seamless customer service, regardless of the channel."

About This Report
inContact surveyed more than 700 consumers who had experienced a customer service interaction in the past three months. Data was collected between March 1 and 23, 2017.

#contactcenterworld, @inContact

Posted by Veronica Silva Cusi, news correspondent
Source: inContact

Today's Tip of the Day - Make Training Fun

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

Published: Monday, April 10, 2017

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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