Interactive Intelligence Shares Customer Experience Research
Interactive Intelligence Shares Customer Experience Research by UCStrategies Staff
Interactive Intelligence Group, Inc., a call center software and technology solutions provider, has announced the results of a global customer service experience survey commissioned from research firm Actionable Research. The survey results revealed, among other findings, consumer preferences for agent behavior and customer service interaction technology.
The Indianapolis, Indiana-based Interactive Intelligence Customer Experience Research Study 2013 uncovered that a great customer service experience is characterized by a knowledgeable agent and a timely response. And the best customer service experiences are reportedly from hotels, online retail stores, and banks.
The most preferred type of interaction is a live agent. It is closely followed by email. However, for consumers aged 65 years and older, email is the most preferred interaction type.
The Interactive Intelligence study also discovered that access to historical information is the most important feature of an interaction, while the most frustrating part is not being able to understand the agent.
When prompted about their willingness to pay an additional fee to get a higher level of customer service, 77 percent of consumer respondents said no, expecting that good customer service is part of doing business.
In addition, consumers report being more willing to share a good service experience on social media than to comment about a negative experience. The personal Facebook wall is the most preferred venue to share customer service experiences, followed by the company’s Facebook page.
The Interactive Intelligence study also found out that being able to get a scheduled callback is the most valued feature of mobile customer service applications. As for the most important technical service for consumers, the ability to easily provide feedback takes the lead.
Contact center professionals want these top two features: comprehensive reporting and analytics.
1,407 consumers and 453 IT professionals and customer care leaders in seven countries (Australia, Brazil, Germany, North America, South Africa, Sweden, and United Kingdom) were polled in the periods between February 28 and March 25, 2013. Consumers who were surveyed had non-in-person interaction with a business organization in the last twelve months, while the survey of professionals targeted those who dealt with the technology behind a good customer service experience.
Interactive Intelligence said that the consumer poll results reflect sentiments that are similar to those echoed by the survey of contact center professionals. The survey results also indicate that although international differences exist, there is a fair amount of agreement among people from various countries on what constitutes a great customer service experience. (KOM) Link. Link.