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

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014
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!