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Industry Research : New Research Reveals Nearly Two Thirds of Consumers More Likely to Buy from Brands With Real User Customer Service Reps

#contctcenterworld

- 1/3 of UK consumers are unsatisfied with customer service most of the time
- 75% of consumers cite 9-5 call centre hours as restrictive

As Customer Service Week begins, new research from gig customer experience (GigCX) platform Limitless has revealed that consumers are more loyal and more likely to buy from brands that feature customer-led customer service. When it comes to getting advice and support on products and services, the majority of consumers want to communicate with tried and tested product users versus customer service call centre agents.

The research, consisting of 1,000 UK respondents aged 16-54, found that 70% of respondents would trust customer service agents more if they were fellow customers and product or service users themselves.

The research also unveiled that a top priority for consumers is receiving empathetic and genuine responses, and best practice knowledge on using the product or service. This was followed by availability of customer service agents 24/7, with 75% of respondents citing 9-5 call centre hours as restrictive, or requiring customer service outside of these hours.

Additionally, with nearly half of consumers stating that the COVID-19 is no longer a valid excuse for poor customer service, organisations need to re-evaluate how they can meet rising consumer expectations as we enter the post-pandemic era.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Despite significant investments in customer service technology and multi-channel services (i.e. self-service, automated chatbots), the findings also highlight consumer preference for personable and human interactions. The results found that 57% prefer written communication (email, webchat, social media or other) to voice (43%).

Roger Beadle, CEO and Co-Founder of Limitless, says: "Despite the advantages in technology, consumers want down-to-earth, hands-on resolutions to their issues, and that outranks any other demand. This research demonstrates the value of connecting consumers with people who have real-world knowledge of the brands and products they serve in order to ensure customers feel like the person that’s supporting them truly understands and loves the product. This is one of the virtues of GigCX: it’s a model that distributes customer service queries to a crowd of knowledgeable gig experts who use their hands on experience to help customers for the brands they already use."

Gig Customer Service (or GigCX) is the term used for deploying a gig-based crowd of people to provide customer service. Organisations can route their customer service enquiries securely from their own systems, through a GigCX platform (such as SmartCrowd™) which distributes them to a crowd of knowledgeable gig experts who can answer questions for the brands they love.

Keith Weed, Board Director at WPP & Sainsbury’s and Ex-CMO at Unilever, comments: "The last 18 months have tested brands and shown that consumers want more from their customer experience and purchasing journeys online. Having access to trusted advice and genuine recommendations is a must for competitiveness and growth, and the fact that consumers are more likely to purchase off the back of a positive endorsement is a testament to how the customer experience sector needs to drastically evolve. Consumer expectations have accelerated the CX playing field, and brands must move beyond the traditional contact centre to catch up."

It’s clear that regardless of the channel, consumer expectations are higher than ever, with personalisation rising up the ranks in customer service priorities.

"In the many months since the pandemic began, consumers have established new expectations when it comes to service, particularly around empathy and human connection," added Beadle. "Brands can use this as an opportunity to think about their customer service strategy, looking at how they may engage more authentically with consumers."

#contctcenterworld


About Limitless:
Limitless is a gig customer service (GigCX) platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand and the need for diversity. Brands like Microsoft, Unilever, Daily Mail Group, Sage and eBay are using Limitless’ SmartCrowd™ technology to connect with their most engaged customers and reward them for providing on-demand customer service that can flex in line with demand.
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Today's Tip of the Day - Don't Share Everything

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

Published: Friday, November 12, 2021

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2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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