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Industry Research : Consumers Love Messaging for Customer Service But Hate its Experience Silo

#contactcenterworld, @egain

YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service

eGain (NASDAQ: EGAN), a provider of digital-first, omnichannel customer engagement hubs, announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo.

Conducted by YouGov on behalf of eGain, the survey was based on responses from 1777 consumers who messaged a business for customer service in the last 12 months. When asked about their struggles[1] when messaging businesses for customer service:

  • 43% hated repeating information across agents or when escalating to other channels;
  • 28% struggled with the speed of response; and
  • 23% were stumped by the relevance of response.

Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:

  • 39% adoption for the 18-34 age group;
  • 32% for the 35-54 age group; and
  • 20% for the 55+ age group.

Finally, younger consumers had a more positive view of messaging as a customer service channel compared to other contact channels like web chat, email or phone.

  • 37% in the 18-34 age group were more satisfied with messaging than other contact channels; versus
  • 23% in the 35-54 age group; and only
  • 18% in the 55+ age group.

"We believe our customer engagement hub enhances the value of our rich, messaging solution with our omnichannel platform powered by AI and knowledge" said Ashu Roy, eGain CEO. "Our clients in the US are rapidly activating our messaging capabilities to deliver a connected customer experience on the eGain platform. Especially exciting is the high level of interest in using our AI-based virtual assistant via messaging."

#contactcenterworld, @egain

 


About eGain Corporation:
Company LogoeGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
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Today's Tip of the Day - Team Building

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

Published: Monday, March 18, 2019

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2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 
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