Date: 1/30/2014, Phoenix, Arizona
• Eighty-nine percent annoyed by ‘repeating-myself’ syndrome that plagues many care experiences
• Nine in ten expect consistency and continuity with customer service, but just four in ten receive it
• Access and utilization of customer data regardless of channel is key to addressing the challenge of providing an omni-channel experience
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced new survey results revealing a resounding 80 percent of Americans think brands need to make a big change in how they provide customer service. Perhaps some companies’ New Years’ resolution should be to address consumers’ perennial customer care gripes, like the 89 percent who are annoyed when they have to repeat themselves about the same issue.
“It’s no secret customer service has a long-standing stigma of causing headaches and hassles for consumers. Part of the challenge is today’s more mobile and empowered consumer has higher expectations and demands interactions on their terms. And by and large, brands have not adapted to this shifting relationship,” says Jim Freeze, CMO at Aspect. “The answer for companies is to strive to provide an omni-channel experience, where an interaction can start on one channel or device and seamlessly transition to another without the customer feeling alienated or forgotten.”
This omni-channel experience is what consumers expect, but while 91 percent say when they contact customer service about the same issue they should be able to pick up where they last left off, just four in ten (39 percent) have been able to do so. The call to action for brands to address this omni-channel customer service expectation is clear:
• Be Consistent: Just 57 percent agree that their experience is consistent no matter how they contact customer service.
• Have, and use, the right info: While 94 percent say customer service should have the most up-to-date information on them no matter the care channel, nearly half (47 percent) say the data customer service typically has on record rarely seems to help resolve their issue.
• Break down the silos: As the lines blur between brick-and-mortar and online transactions, 91 percent want customer care to be more informed about current promotions.
“The ability for innovative, customer-centric companies to rise to the challenge and deliver an omni-channel experience not only will help to retain and attract customers, but will also have a measurable impact on the bottom line,” adds Freeze. “A recent Aberdeen Group®* report shows businesses that adopt an omni-channel strategy achieve 91 percent greater year-over-year customer retention rates compared to businesses that don’t. That’s a significant business benefit, and not surprising based on how loud and clear consumers are signaling for this shift.”
To view the infographic ‘The Omni-Channel Challenge’ visit: http://blogs.aspect.com/2014/01/29/infographic-omni-channel-service-doesnt-measure-up-customers-are-tired-of-playing-games/
*According to Aberdeen Group’s October 2013 research report, Omni-channel Customer Care: Empowered Customers Demand a Seamless Experience
About the survey
An online omnibus survey was administered among a demographically representative national sample of 2,500 American adults 18 and older, of which 2,201 have contacted customer service. The survey was conducted from October 9 to October 13, 2013. Data for this study are tested for statistical difference at a 95 percent confidence level. Data are weighted to reflect accurate representation of the population.
TNS is the world’s largest custom research agency delivering insights and research-based business advice to its clients so they can make more effective business decisions. TNS offers comprehensive industry knowledge within the many different industry sectors, supported by a unique product offering that stretches across the entire range of marketing and business issues, specializing in product development & innovation, brand & communication, stakeholder management, retail & shopper, and qualitative research. TNS is part of the Kantar Group.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.
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Aspect, the Aspect logo, are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.