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

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