Survey Reveals Omni-Channel Services Could Improve Customer Experience

| January 30, 2014

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced new survey results revealing a resounding 80 percent of Americans think brands need to make a big change in how they provide customer service. Perhaps some companies’ New Years’ resolution should be to address consumers’ perennial customer care gripes, like the 89 percent who are annoyed when they have to repeat themselves about the same issue.  
This omni-channel experience is what consumers expect, but while 91 percent say when they contact customer service about the same issue they should be able to pick up where they last left off, just four in ten (39 percent) have been able to do so. The call to action for brands to address this omni-channel customer service expectation is clear:    

  • Be Consistent: Just 57 percent agree that their experience is consistent no matter how they contact customer service.
  • Have, and use, the right info: While 94 percent say customer service should have the most up-to-date information on them no matter the care channel, nearly half (47 percent) say the data customer service typically has on record rarely seems to help resolve their issue.
  • Break down the silos: As the lines blur between brick-and-mortar and online transactions, 91 percent want customer care to be more informed about current promotions.

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