Consumers Dissatisfied With Omnichannel Customer Service

Blog Post created by scottkendrick Employee on Dec 2, 2015

dissatisfied-customer-service-400x250.jpgAccording to a recent research study from eGain and Forrester Consulting, 65% of consumers view omnichannel customer service as either “about the same” or worse” compared to a year ago.


Other findings show that customers rate the following channels as stagnant or worse: contact center customer service (68%), IVR self-service (67%), web self-service (63%), and agent-assisted online customer service (61%).


An additional study put together by Accenture shows that 64% of customers changed their business to another provider due to poor customer service in 2014. This trend has created a “switching economy” estimated at $6.2 trillion across 17 key markets (a 26% expansion over 2010), says a Customer Think article on the research.


The study also shows there were only 11% of customers who felt strongly that companies were efficiently converging digital, mobile, social, and traditional channels.


“Today’s consumers use many communication channels and touchpoints to request customer service. In addition, channel and touchpoint preferences change rapidly as new devices and modes of communication gain favor,” says Forrester’s Ian Jobs in the article. “[Organizations need to] make sure to build a well-integrated multichannel architecture, backed by a solid foundation of knowledge management, to support these consumer demands.”


To optimize customer engagement across channels, companies can use omnichannel analytics to score every conversation or interaction agents have with customers – whether through recorded phone conversations, email, chat, social channels, or surveys.




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