83 percent of U.S. consumers prefer dealing with human beings over digital channels to solve customer services issues, according to new research from Accenture (NYSE: ACN). The report also found that 52 percent of consumers have switched provider in the past year due to poor customer service, with banks, retailers, and cable and satellite television providers being the worst offenders. In the U.S., the estimated cost of customers switching due to poor service is $1.6 trillion.
The Accenture Strategy report, ‘Digital Disconnect in Customer Engagement’, is based on the company’s eleventh annual Global Consumer Pulse Research, which gauges the experiences and attitudes of 24,489 consumers around the world about marketing, sales and customer services. 2,003 U.S. consumers were included in the sample.
Human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. 83 percent of U.S. consumers prefer dealing with human beings over digital channels to solve customer services issues and get advice (77 percent). Almost half (45 percent) of consumers say they are even willing to pay a higher price for goods and services if it ensures a better level of service.
Physical or in-store experiences are also highly valued amongst consumers. 65 percent agree that in-store service is the best channel for getting a tailored experience, and 46 percent say they are more willing to be sold new or upgraded products when receiving a face-to-face service compared to online.
The Accenture Strategy report reveals that there is huge room for improvement in the delivery of today’s customer services. 81 percent of consumers admit that it is frustrating dealing with a company that does not make it easy to do business with them. Another 73 percent expect customer service to be easier and more convenient, and 61 percent want it to be faster. Complaining on social media about poor customer experience is the norm for 44 percent of consumers who admit taking to social channels in order to vent.
Once a provider loses a customer, 68 percent of consumers will not go back. But there are measures companies can take to hold on to them. 80 percent of ‘switchers’ feel the company could have done something to retain them. 83 percent report that if companies could provide customers with better live or in-person customer service, it would have impacted their decision to switch provider.
Posted by Laura Collins, Editorial Management
Published: Tuesday, March 1, 2016
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Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
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Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
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Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
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Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
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uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
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