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Industry Research : Consumers Willing to Pay Premium for Improved Service, Survey Finds

European mobile subscribers rank improved network quality as the service for which they would be happiest to pay a premium and view more widespread connectivity as the most important industry development over the next decade, according to new research from Amdocs.

The OSS/BSS solutions provider surveyed 2,500 consumers across five European markets—France, Germany, Russia, Sweden and the UK—in a bid to uncover the kind of services they want and would be willing to pay for. The results appear to reveal a sophisticated understanding of the potential of mobile technology among European consumers, and a readiness to divert more of their income towards mobile services if the quality of those services is high enough.

Some 90 per cent of Russian subscribers surveyed said they would be willing to pay higher premiums to receive the products and services they want. More than half of those surveyed in both Russia and Germany identified connectivity and synchronisation between all devices would turn out to be the most important development in the next ten years, while more than 70 per cent of British users cited connection to other devices as the first or second most influential factor in increasing their mobile consumption.

"Our findings reveal that customers are eager to transition to the next level, where their mobile device will become an integral part of daily life fully linked with their computers, cars, household devices and finances for seamless control of all aspects of the modern world," said Rotem Katzir, regional marketing director at Amdocs.

Despite enthusiasm for the evolution of mobile services, the survey respondents said that the most important thing to them was the performance and reliability of the mobile network. Almost half, 46 per cent, said improved quality was the most likely thing for which they would be prepared to pay a premium. Meanwhile, half of UK subscribers ranked network improvement as their most pressing concern.

Network quality wasn’t the only fundamental that was identified as in need of improvement. Customer experience is evidently lacking, with only 12 per cent of those surveyed saying their operator provided them with "very good" service. Ten per cent described the service as "bad". Almost half of those surveyed said they wanted to see a reduction in waiting times for customer care calls, and a quarter said they were frustrated by the need to repeat personal details to different call centre workers within the same call.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.telecoms.com

Today's Tip of the Day - Ignore The Issues At Your Peril

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

Published: Monday, June 13, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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