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Industry Research : HKBU Study Reveals How Emoticons are Shaping Perceptions of Customer Service

#contactcenterworld

With their skyrocketing popularity, it is inevitable that emoticons now find themselves spreading into the commercial domain, but are emoticons in commercial relationships welcomed by consumers? In a new research paper, Dr. Shirley Xueni Li and Prof. Kimmy Wa Chan of Hong Kong Baptist University School of Business investigate how emoticons in commercial service discussions shape customer perceptions of businesses.

Service providers who use emoticons are perceived as warmer, but less competent

The study found that emoticon usage by a customer service employee had conflicting effects. According to participants polled, customer service employees who used emoticons appeared warmer, but also less competent than those who eschewed using emoticons. This outlook held true regardless of whether or not a customer service employee used emoticons that were pictorial or text-based (e.g. :) ), showing that the power of emoticons is not purely driven by eye-catching graphics and colors.


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How emoticons are perceived is highly dependent on the recipient’s preferences

The individual customer’s personality and expectations on how a service relationship should be conducted plays an important role in how emoticon senders are ultimately seen. More communal-oriented customers (i.e. customers who enjoy friendlier relationships with brands) perceive service providers who use emoticons to be warmer, which in turn makes them feel more satisfied with the service provided. Conversely, exchange-oriented customers (i.e. customers who prefer purely transactional relationships with brands) see a customer service employee using emoticons as less competent, making them more likely to be less satisfied. These effects apply to all emoticons, regardless of whether the emoticon used is positive or negative.

In an unsatisfactory service situation, using emoticons will compound the negativity

When service is deemed unsatisfactory and is failing to resolve the situation, the study reasons that all customers - no matter if communal-oriented and exchange-oriented - will increasingly place value on competence as opposed to warmth. In these situations, emoticon usage by a customer service rep usually makes the situation even worse.

When delivering outstanding service, using emoticons boosts customer purchase behavior

When a customer service employee goes the extra mile to address a customer’s needs (e.g. proactively providing extra care or professional knowledge) with messages accompanied by an emoticon, the study finds that customers are more likely to buy. With this in mind, firms stand to benefit from promoting emoticon usage among their customer service reps if the firm is confident that they can resolve situations with exceptional service.

The research indicates that businesses should be mindful of their emoticon implementation in service interactions. When delivered skillfully at the right time, an employee and the brand as a whole can potentially be seen as friendlier, more helpful and more sociable. But if misused, emoticons can worsen an adversarial situation and diminish the perceived competence of the employee and their firm.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


Today's Tip of the Day - Quality Of Service

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

Published: Monday, February 24, 2020

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.

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

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
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.

5.) 
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

6.) 
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.

7.) 
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

8.) 
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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