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Industry Research : U.S. Consumers Unhappy with Holiday Retail Customer Experience In Store and Online

Despite enormous investment, U.S. consumers are unsatisfied with the levels of customer service offered by retailers this Holiday season. Over a third (35%) are unhappy with the online experience, figures that rise to 40% in store. 18% of consumers complained that it was impossible or extremely difficult to find the information they wanted on retailers’ websites, according to new research from multichannel customer engagement solutions provider Eptica.

The 2015 Eptica Retail Holiday Customer Experience Study surveyed the customer experience around Holiday shopping, particularly Black Friday and Cyber Monday. According to the study’s findings, while the majority of consumers bought online (63%) or in store (56%), they are increasingly using their smartphones in store to make purchases. 23% bought from the website of the retailer they were in, but one fifth (20%) purchased from a rival. This highlights the opportunity and threat of ‘show-rooming’, where consumers check out products in a store and then buy from companies that offer a better experience. Nearly half of those that bought in store via smartphones complained about the service - 49% in the case of those purchasing from the retailer they were in, and 48% if buying from another company. This shows the importance being able to provide the right information at the right time to customers to help them move swiftly through the purchasing process, whatever channel they are using.



Other key findings from the research were:

  • 37% are extremely satisfied with the online experience, with 35% unsatisfied
  • 40% are unhappy with the experience in store, with 30% extremely satisfied
  • 49% are dissatisfied with the experience when buying from a retailer on their smartphone when in one of their stores

"Holiday shopping patterns seem to be in a state of flux, with some consumers still embracing Black Friday and Cyber Monday, but others spreading their purchases over a wider timeframe," said Olivier Njamfa, CEO and co-founder of Eptica. "What is shocking is that whatever channel they choose, and whenever they shop, so many consumers are unsatisfied with the service they receive. At such a vital time of year, retailers need to fix this if they are to win and retain customers and guarantee strong revenues over the Holiday period."

Shoppers are also taking a balanced approach to Holiday shopping. While 24% bought items online on Black Friday and Cyber Monday respectively, 37% didn’t make any purchases before the end of November. In fact, 21% said they hadn’t started their Holiday shopping at all, with a further 14% completing under a quarter of their planned purchases. 1 in 10 organized Americans had finished shopping, with another 21% having completed over three quarters. This demonstrates two things. Firstly, that retailers need to ensure that they have the resources and technology in place to deliver fast, accurate service throughout the Holiday season, rather than just around Black Friday. Secondly, they need to invest in multichannel systems that can help customers on their channel or device of choice.

Showing the rise of Thanksgiving as a shopping day, 18% of consumers bought items in store and 15% bought online. 29% had bought their items online before Thanksgiving and 17% had purchased in store over the same period.

Consumer dissatisfaction backs up the recently released 2015 Eptica Retail Multichannel Customer Experience Study. This evaluated 500 U.S. retailers on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter and found serious failings in the customer experience. For example retailers could only answer 20% of questions sent via Twitter and 54% of Facebook messages - in contrast, they replied successfully to nearly three quarters (73%) of emails received. Only around two thirds (65%) of answers to routine questions could be found on company websites.

The 2015 Eptica Retail Holiday Customer Experience Study is based on consumer research conducted by Toluna with 1,000 American shoppers on November 30 2015.


About Eptica:
Company LogoEptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
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Today's Tip of the Day - Can You measure It?!

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

Published: Wednesday, December 9, 2015

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2024 Buyers Guide Outsourced Contact Center Services

 
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
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Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

4.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

5.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.

6.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.

7.) 
Invensis

Finance and Accounting Outsourcing Services

8.) 
MetroCall

MetroCall is a Contact Center located in Uruguay, with international presence, providing customized solutions and following the trends and needs of users

9.) 
Outcess

CONTACT CENTER OUTSOURCING
OUTCESS SOLUTIONS NIGERIA LIMITED is an integrated customer engagement and business process outsourcing company. We deliver innovative digital and cloud solutions that empower and optimize the performance of people, teams, and organizations.
We are a 100% wholly Nigerian owned venture and believe in the talent of our people in our over 17 years of operations serving the likes of MTN, Airtel, 9Mobile, Multichoice, Total, Mantrac, Nigeria Immigration Service, Nigeria Communications Commission, Guaranty Trust Bank, Fidelity Bank, Sterling Bank, Branch, Avon Medical Centre, AIICO Multishield insurance, Custodian and Allied Insurance, NTEL, Smile etc.
We currently operate a 1200-seat, 24/7, 365...
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One Stop Solutions for Contact Center
VADS Indonesia provides a contact center as a whole, both fully outsourced and managed services with various channels according to client needs. Provide inbound and outbound contact centers.
- Inbound contact centers such as Customer Service, Walk-In Center, and Service Desk
- Outbound contact centers such as Telesales, Telemarketing, Telesurvey, Teleretention, Telereminder, and Telecollection.

11.) 
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Pusula CC is a professional communication center that started its journey in 2011 with the vision of offering uninterrupted service, managerial efficiency, creating a unique customer experience.
With its experienced human resources, up-to-date technological infrastructure and innovative business models, it provides services to its customers and business partners beyond expectations.
Pusula CC, whose foundations were laid in 2009, has been operating in the human resource and communication sector since 2011 with its experience, know-how, tailor-made solution suggestions and professional management staff, and takes care to keep the quality of employment at the highest level. It is among the l...
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12.) 
Teleperformance

Global leader in business service outsourcing Teleperformance, provides easier, faster, simpler, safer, better and more cost-effective customer interactions management in 80 countries with 300.000 employees, in 256 different languages and dialects with its experience over 40 years across the world.
Teleperformance Turkey has been providing outstanding customer experience via customer services, customer acquisition (telesales & telemarketing), technical support, account receivables, BPO, social media management, analytics solutions and digital transformations projects to the world's leading companies since 1995 with 3.750 interaction experts in 5 locations (İstanbul, Balıkesir, Uşak and Anta...
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13.) 
Webhelp + Concentrix

Making business more human for the world’s most exciting brands
We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Em...
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