We’ve all had a terrible customer service experience, and we often dread having to contact that “voice” on the other end of the line when we have a problem. This attitude may soon change, thanks to research done by Indianapolis-based Interactive Intelligence.
The main purpose of the company’s annual survey was to find out what consumers want in a great customer service experience. Some of the findings include:
- A knowledgeable representative and a timely response are the most valuable components of a great service experience
- Hotels, online retailers and banks provide the best customer service experiences
- Live agent remains the preferred interaction type, followed by email. There is a significant drop to web chat, etc.
- Not being able to understand the agent is rated as the most frustrating part of an interaction
- Customers are more willing to use social media to praise a good service experience versus complaining about a poor experience
Joe Staples, Interactive Intelligence chief marketing officer, commented on the survey and its results:
“As a provider of business communications software for contact centers and enterprises, we wanted to help our customers maximize the value of our solutions by giving them insight into what makes a great service experience for their customers. The results of the survey accomplished this by revealing a number of interesting findings ranging from preferences about agent behavior, to those about the technology used in a customer service interaction.”
Hopefully, these survey results will help to positively impact the way that companies handle customer service. I know that I would be happier if I knew that contacting customer service would be easy and painless every time.
Full survey results can be downloaded after a free registration.