Interactive Intelligence Examines Customer Service

Interactive Intelligence, with help from Actionable Research, surveyed its customers, and uncovered answers to some important questions. The findings were released, providing new insights into what consumers want from their service experience and what professionals want from their customer service technology.

The survey uncovered important details for both consumers and professionals, all relating to providing a great customer experience. For instance, while there are many vital aspects to a good service experience, the most vital are the representative’s knowledge and response time. Those are the least likely aspects to be affected by technology, although the proper tools can provide a quick response time; training and information are what make knowledgeable representatives.

At the same time, not being able to understand the agent is ranked the most frustrating part of an interaction. It doesn’t matter how much an agent knows if the caller can’t understand them, just like it doesn’t matter how clear the call quality is if the agent is sounding like gibberish.

In spite of the various means of communication available, live chats with agents is still the preferred method. Email follows that up, but web chat, SMS, and other means are still far behind preference-wise.

There is good news, though, as customers will praise good service experiences on social media more frequently than they’ll complain about a bad one. Similarly, the ability to provide feedback with ease is also a service that customers will appreciate, whether the feedback is positive or negative.

The full report and complete survey can be found here, through Interactive Intelligence’s website. With findings from companies all across the world, it’s made it clear just what customers value from their service experience.

Of course, those who wish to learn from more than just a survey are in luck, as Interactive Intelligence will also be hosting a webinar all about customer service, titled “Delivering Social Customer Service – More than Just Having a Presence on Facebook, Twitter, and LinkedIn.” In it, Interactive Intelligence’s Senior Director of Marketing, Tim Passios, will speak alongside Michael DeSalles of Frost & Sullivan and UCStrategies’ own Blair Pleasant, discussing the best practices for creating a social customer service center across all channels.