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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.



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 - Please Hold…

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

Published: Monday, April 10, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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