Contact Center Solutions Featured Article

Digital Natives More Likely to Complain about Customer Service via Social Media

February 11, 2014

The customer is always right, and businesses that run afoul of that tenet are more and more likely to have unhappy customers argue their case in a public forum via social media and the Internet, according to a recent study.

The survey, commissioned by NewVoiceMedia (News - Alert), found 64 percent of those surveyed preferred traditional forms of communication such as email and phone for complaining and receiving a fast response.

However, huge generational differences were uncovered, with more than a quarter of Gen Y and millennials (ages 16 to 34) reporting they believe social media is the most effective means of issue resolution, with Facebook (News - Alert) as the favored social network for interacting with businesses.

In fact, nearly 60 percent (59.3 percent) of 25-34 year-olds are likely to complain via social media, Internet forums and review channels. As one survey respondent explained, “The risk of getting other people's attention will cause the service providers to act quickly.”

That is a powerful message to companies vying for the spending power of these emerging generations.

“Not long ago, customers would tell friends and family if they were dissatisfied with service they’d received,” said Jonathan Gale, CEO at NewVoiceMedia, a provider of cloud contact center technology. “While this is damaging to a brand, it’s not nearly as powerful and immediate as customers who take their complaints online; particularly as consumers are increasingly turning online to read about others’ experiences before choosing a product or supplier. Over the next few years we expect to see these statistics soar as the younger generation matures.”

Across all generations, about a third (34 percent) of U.S. consumers said they will complain online following inadequate customer service. Seventy percent of respondents said good service influenced their loyalty and 69 percent would recommend the company to others.

“Customers want personalized and engaging experiences every time, through every channel,” Gale said. “Great customer experience is the critical differentiator and by doing it well, organizations can drive the customer acquisition, retention and efficiency that make leading companies successful.”

Survey data was drawn from the responses of 2,030 adults from the United States.




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!