Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Neustar, Inc.
Protect your website & network
using real-time information & analysis

www.neustar.biz
Communications
Real-time info services with Neustar
Average Rating:
Rate this article:  
Customers Expect More from Help Centers
Customers Expect More from Help Centers

By Barry Levine
May 6, 2013 9:27AM

    Bookmark and Share
The Customer Channel Preference Survey noted decreasing satisfaction with interactive voice response (IVR) systems that present those seemingly endless lists of menu choices for customers seeking help. Web sites remain the most popular channel for customer service, with smartphone apps and social networks quickly rising in popularity.
 



When customers get in touch with a contact center, 40 percent expect the representative they speak with to already know about their attempts to resolve an issue through other channels, such as a Web site. That's one of the findings in the Customer Channel Preference Survey, conducted by customer-service software-provider NICE Systems.

The survey of nearly 1,200 people ages 18 to 65 in the U.S., the U.K. and Australia, found that, on average, customers are using as many as six channels to obtain answers or resolve issues with a company.

Possible channels include Web site, live chat with a representative on a Web site, a Web-site based virtual assistant, online communities, live representative via phone, service kiosks, branch offices, phone, e-mail, standard mail, interactive voice response, smartphone apps, text messaging and social networks.

Web First, Then Contact Center

Web sites remain the most popular channel, with smartphone apps and social networks quickly rising in popularity. Not surprisingly, consumers ages 18-30 are driving the use of self-service channels. Those aged 46-60 use fewer channels and, while they are expanding their use of Web and e-mail options, most still prefer the personal contact of assisted channels.

The contact center is described as having a "tier 2" status, since about half of the respondents said they will try that route if they cannot find what they need on the Web site.

In the age of instantly available data, the rising expectations by customers is a big challenge for companies. NICE Chief Marketing Officer Benny Einhorn said in statement that "the empowered customer who uses more channels, more often, is in effect creating a big data challenge and opportunity for businesses." To get the most out of these interactions, he said, organizations should try to "shape the interaction as it happens" by providing a consistency across interactions and channels.

Better Service Expected

The survey also found that customer satisfaction by channel was not uniform across industries. For instance, only half of customers of financial services companies indicated satisfaction with a live phone representative, while as many as 81 percent of respondents in other industries found satisfaction through that channel.

The travel/hospitality and insurance sectors are increasingly using all available channels to interact with their customers, while the healthcare industry is behind in multi-channel use. Customers of financial service companies use smartphone apps more frequently than customers of other industries.

The survey noted the decreasing level of satisfaction with interactive voice response (IVR), those sometimes seemingly endless menus of phone-delivered choices. One of the biggest reasons customers use IVR -- 60 percent of respondents -- is to reach a live representative or to employ the option where a live representative returns the call.

Industry analyst Brad Shimmin spoke with us about customers' growing expectations with regard to the information companies should have on hand, across channels. He said that's a challenge "even large companies are struggling with."

Customers' expectations, he explained, are driven by the belief that "they've given up a certain level of privacy regarding their information and, in return, they expect a better level of service" across channels.
 

Tell Us What You Think
Comment:

Name:



Neustar, Inc. (NYSE: NSR) is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location, identification, and evaluation to help its customers promote and protect their businesses. More information is available at www.neustar.biz.


 Communications
1.   Bell Labs Pushes Copper to 10 Gbps
2.   U.K. Wants Data Retention Law
3.   Silent Circle Offers Roam-Free Plan
4.   T-Mobile Accused of Bogus Fees
5.   Outlook, OneDrive Crypto Upgraded


advertisement
U.K. Wants Data Retention Law
After citizens right-to-privacy verdict.
Average Rating:
Silent Circle Offers Roam-Free Plan
Takes on Skype, Viber, Google Voice.
Average Rating:
T-Mobile Accused of Bogus Fees
FTC has filed a lawsuit for overcharges.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Report: Chinese Hackers Hit U.S. Personnel Networks
Hackers from China broke into the computer networks of the U.S. Office of Personnel Management earlier this year with the intention of accessing the files of tens of thousands of federal employees.
 
Charges: Russian Stole Data from U.S. Restaurants, Zoo
A Russian man arrested on bank fraud and other charges hacked into computers at restaurants in Washington, hundreds of other retail businesses, and even the Phoenix Zoo, authorities say.
 
Another Month, Another IE-Focused Patch Tuesday
Microsoft rolled out 59 vulnerabilities for Internet Explorer in June. But the IE-patching party is not over yet. Redmond published six new security bulletins on Tuesday; two, critical; three, important.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.