Contact Center Solutions Featured Article

New Research by Mitel Shows Poor Customer Service Will Drive Consumers Away

October 08, 2013

Newly released research from Mitel (News - Alert) shows that poor customer service will more often than not cause consumers to find another supplier. According to the report, 74 percent of UK adults would change their supplier if they experienced poor customer care. The report also stated that 46 percent of those consumers had already switched suppliers for that exact reason.

The survey was done in September of 2013 and included 2,000 UK adults. The results clearly show that the “personal touch” is vital to providing consumers with a positive and enjoyable experience with fast and friendly service.

The research showed that the most important factor (54 percent) in making a consumer happy was for them to interact with a real person not a automated system. That was followed by a timely response (49 percent) and by having an issue resolved immediately (44 percent).

In today's modern world email is the most popular form of contact used by 72 percent of those surveyed. Live chat and social media are used by only 10 percent of UK adults.

According to the research, telephone still plays a critical role in the customer service communications mix. Voice is currently used by 49 percent of consumers. It is the number one channel for consumers who want to voice their issues with a product or services. The top complaints about the voice channel include getting cut off mid-call, automated systems and being put on hold for long periods of time.

"We live in a world where consumers are in charge and switching your supplier is routine and easily achievable,” said Todd Simons, director of solutions marketing at Mitel. “Companies need to work hard to both retain customers and attract new ones. These insights into customer behavior and preferences give companies a chance to examine their own services and make necessary changes. Customer service teams need solutions that will empower them to deliver high levels of service across every channel, and our research shows that getting this right over the telephone can have an impact on a company's bottom line."




Edited by Blaise McNamee

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!