Customer Relations: Can't Get No Satisfaction
Customer service is a big deal, and it's not a responsibility to be overlooked or shunned by communicators. That point is made all the more emphatically by a survey from Genesys, which revealed that, while customer service has improved from three years ago, key pockets of frustration still remain. Among the findings:
- More than 75% of the 4,300+ surveyed consumers said that they would give more business to a company based on a great contact center experience, indicating that customer service is a key driver of profitability and satisfaction;
- 76% believe that companies are pushing them to use self-service systems instead of talking to live people;
- 52% are frustrated by having to repeat information they've already provided;
- Rather than waiting on hold, 74% of customers would like to have the option to ask for a call back;
- 86% want e-mail communication, and more than 45% would like e-mail to become their primary communication vehicle; and,
- More than 89% would like to receive proactive communications from companies, by phone or text, regarding products or services of interest to them.
These results reinforce the imperative for communicators to be actively involved in customer service, and they point to a trend of integrating digital communications platforms into customer service platforms.