Voxpro, powered by TELUS International, a provider of customer experiences, technical support and sales operations solutions, announced the results of its survey, "Voxpro CX Index: At the Corner of Technology and Human Experience." The survey, which polled 1,000 U.S. consumers, reveals insights about customer experiences and attitudes toward using automation and chat features for customer service.
Despite the promise of automation and Artificial Intelligence (AI) technology, such as chatbots, to transform customer experiences, the majority of consumers have still yet to engage via these types of channels, according to the survey. Results demonstrate that the human touch is still an incredibly valuable and necessary tool to drive excellent customer experiences. Additionally, as data continues to grow and become a significant part of business strategies, brands are looking to use this data to provide more personalized, faster customer service interactions. However, the survey reveals significant insights around how consumers feel about businesses storing their data and using it to drive personalized experiences.
As brands prepare for the busy holiday shopping season, the key insights uncovered from the survey can help inform customer service strategies – including how to engage customers and best communicate how their data is being used and stored.
AI is most preferred when combined with the human touch.
According to the Voxpro survey, 68 percent of consumers still have not used chatbots to contact a brand. For 56 percent of those consumers, the reason they haven’t used chat or automated features is because they prefer experiences with real people. For those who have used automated or chat features, nearly half (47 percent) rated their experience as either good or very good. Additionally, even though only 32 percent of consumers have used chat or automated features, 49 percent would be willing to use these features for information gathering, if they could then ultimately speak to an agent to resolve their issue. These results demonstrate that there is a place for AI in the customer experience, but it must be accompanied by human interactions. While there are still strides and improvements to make, the potential to streamline and personalize interactions is too great to ignore.
Consumers and brands have trust issues.
The "Voxpro CX Index: At the Corner of Technology and Human Experience" report revealed that there is a clear trust issue between consumers and brands. In fact, only 21 percent of consumers trust brands with their personal information, and 27 percent of consumers have not used an automated feature or chat, specifically because they do not trust these technologies. Consumer data privacy continues to be a hot button issue, with 45 percent of consumers saying that they do not want brands to store their information because they are concerned about data breaches or hacks. The takeaway here for brands is that there is a critical need to educate customers and be transparent about how they are using, storing and sharing consumer information.
Personalization cannot come at the price of compromised security.
While personalization is critical to a beautiful customer experience, consumers are still divided about whether or not they want brands to have their information before they contact them – even if it is to personalize and streamline the interaction. According to the Voxpro survey, only 45 percent of consumers want brands to have their information to streamline experiences. Further, for those that do prefer brands store their information, the number one reason why is because it is convenient and saves them time (65 percent). Speed and personalization are clearly still priorities for customer experience, but brands need to communicate clearly how they are securing data, and why it is ultimately benefiting the consumer.
Generations disagree on customer experience.
Among generations, there are surprising disparities regarding how they prefer to engage with brands, and their level of trust with them. While only 32 percent of consumers have used an automated system or advanced chat feature, that number dips even lower to 22 percent when we look at individuals aged 65 and older. This validates that, while adoption is slow, younger generations are more willing to engage with automated systems. Digging deeper into generational differences, the Voxpro survey finds that 45 percent of people aged 55+ would prefer a brand have their information before an interaction, while only 32 percent of 18-24 year olds would prefer it. This surprising finding sheds light on the fact that younger generations trust organizations even less with their personal information than older consumers.
"There is an incredible opportunity for brands to adopt new technologies that can drive beautiful, engaging customer experiences," said Dan Kiely, CEO and founder of Voxpro – powered by TELUS International. "But this does not mean we eliminate the human element from customer service. Working together, humans and technology can improve and streamline customer experiences to build trust and loyalty within their customer base."
A critical takeaway from the survey is that businesses need deeper digital integration across knowledge and communication platforms to provide better customer experiences. Chatbots and other automation technologies cannot solve complex customer problems alone or completely, because they are not fully integrated with the knowledge layer. By combining the efficiencies that automation and AI can deliver, with the experience of interacting with humans, businesses can create memorable customer experiences that lead to long-term, loyal customers.
Posted by Veronica Silva Cusi, news correspondent
About TELUS International:
TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.
Published: Friday, December 7, 2018
|1.)||Cloud IT Services GmbH|
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:
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.
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.
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
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...
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!
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.
|10.)||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