Contact Center Solutions Featured Article

32 Percent of Customers Share Customer Service Experiences via Social Media

November 20, 2012

Once upon a time, slipping up with a customer – a bad experience with a rude agent, providing misinformation or keeping someone on hold for forever – was risking only one lost customer. While that customer might never return, hey, it was just one customer, right?

Then came social media. And the world of customer service was rocked.

New research commissioned by workforce optimization solutions provider Verint (News - Alert) Systems has found that 32 percent of customers, nearly one in three, are sharing their customer service experiences – both of the good variety and the horror stories as well – with pretty much everyone they know via social media and blogs, U.K. marketing media site the Drum is reporting today. 

So how is the customer service industry doing? Not so great, it turns out. The study found that only 49 percent of customers feel satisfied with customer service, and two-thirds of consumers get angry with long wait times. (And while they are waiting to speak with an agent, they’re likely on Twitter (News - Alert) telling 500 people that your company stinks.)

“The findings of this study clearly show that service has become a new means of marketing and is favoured over price,” said David Parcell, managing director for EMEA at Verint Systems. “Retailers understand this effect better than many sectors – that’s why they tend to fare better than financial services providers and utilities firms when it comes to the customer experience.”

“If they are not doing so already, organizations must invest in listening to the voices of their customers, in particular the new, social-savvy,” added Parcell. “They also must face up to the challenge of unlocking the feedback from those that aren’t talking or remain indifferent about the service received, as well as the invisible. Until then, it will remain challenging for brands to distinguish themselves.”

The research examined the attitudes of 7,000 consumers toward customer service and call centers. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!