Data Uncovers Best Practices to Protect Brands through Customer Interactions

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Survey of 6,400+ consumers sets the standard in customer service industry

Wednesday, January 11, 2017 8:36 am EST

"Customers expect easy, seamless interactions with the brands and companies they love. As the most direct face and voice of a company, it is up to customer service teams to ensure consumers have easy access to the options they desire to resolve every issue that arises"

CINCINNATI — January 11, 2017 — As the holiday return season continues, companies in all industries should keep in mind that if they force consumers to use more than one service channel, they risk lower satisfaction and higher amounts of customer turnover. In fact, according to the recently released CX (Customer Experience) Metrics & Omnichannel Trends Report, Convergys found 41 percent of consumers channel hop if their problem is not resolved in the first attempt. This leads to a dramatic decrease in satisfaction, given issue resolution is 10 percent less likely when customers need to channel hop.

The research shows it is more important than ever to recognize that consumers want choices, especially when it comes to difficult customer experience interactions. The report focused on consumer feedback based on their most recent customer service experiences and revealed new methods companies can use to better serve their customers, and to build and expand brand loyalty.  

The data indicates that each industry needs to have specialized models of customer service interaction and usage. Satisfaction was higher for retail consumers when they were able to use preferred channels (85 percent satisfaction), while only 79 percent were satisfied when they did not use their preferred channel. “Customers expect easy, seamless interactions with the brands and companies they love. As the most direct face and voice of a company, it is up to customer service teams to ensure consumers have easy access to the options they desire to resolve every issue that arises,” said Kathy Juve, Chief Marketing Officer of Convergys.

For more information about Convergys’ research and thought leadership resources, please visit www.convergys.com/resource-library.

Research methodology

Research findings are based on a survey that was distributed to 6,408 U.S. consumers ages 18-74 years in June 2016. Through an online research panel, consumers were asked about their recent experiences with customer service companies and providers. In order to qualify, survey respondents must have had at least one interaction with a qualifying industry in the six months prior to the fielding period. Qualifying industries include banks, retailers, credit cards, technology businesses, mobile phones, healthcare companies, cable/satellite organizations and internet service providers. The data was weighted for age and gender based on 2010 U.S. Census Bureau data.

About Convergys

Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 130,000-strong in 33 countries around the world. Visit convergys.com to learn more about us.

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