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Industry Research : Voxeo Underwrites: "Trends in Customer Service: Multi-Channel Edition"
Voxeo, a provider of Unlocked Communications, announces the availability of a new sponsored research report: "Trends in Customer Service: Multi-Channel Edition." The report, conducted by Aberdeen Group's Sumair Dutta, Vice President and Principal Analyst of Customer Experience and Service Management, and underwritten by Voxeo, highlights key trends and strategies tied to the enhancement of customer service and the overall customer experience.
Eighty-five percent of business leaders who attended Aberdeen's 2012 Chief Service Officer (CSO) Summit stated that their organizations were placing an increased importance on customer service, given the constraints of the global economy and an extremely competitive marketplace. On the customer side, the report uncovers that customers too would like an increased focus on service and support not only for speed of issue resolution, but also from a consistency of experience perspective.
"Customer service user preferences and expectations are quickly evolving, and companies need to keep up with the way customers prefer to interact with them," said Dutta. "This report highlights that an increasing number of companies are understanding that fact and provides an overview of the technologies and best practices to keep customers connected, engaged and happy with a brand."
"The widespread commoditization of products and services has resulted in the customer experience becoming the main differentiator," said Kim Martin, Director of Marketing for Voxeo. "With good and bad experiences traveling much faster in today's hyper-connected world, it's imperative that companies effectively manage the customer experience across the growing number of communications channels, including voice, SMS, mobile web and social networks like Twitter. Combine that with the increasing expectations for fast access to information and support, and it becomes clear that having the right processes and technologies in place to ensure high-quality customer care and engagement are critically important for companies to survive."
Aberdeen's Voxeo-sponsored report underscores that while the phone (call center) continues to be the primary medium of service interaction, the use of other channels such as email, chat, web self-service, social media, and mobile is increasing significantly as customers seek a more convenient, yet effective, service experience. The document highlights some of the broader trends in customer support and focuses on the best practices in engaging customers across multiple channels.
"Organizations that put a combined focus on agent empowerment, channel expansion, increased automation, and improved collaboration see a nearly 30 percent advantage in customer retention and are able to drive nearly three times the customer revenue growth as compared to those that don't," added Dutta.
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, January 17, 2013