customer experience news - prefer interacting with humans · 2017-10-31 · social media method of...

IDEAL CUSTOMER SERVICE INTERACTION

When thinking about your ideal customer service interaction, which of the following best describes your ideal interaction? Base: 502

To Answer an Inquiry (Account Balance/Payment Status)

To Place an Order for a Product

To Change an Appointment to a Different Time or Day

To Negotiate or Cancel Service to a Product or Subscription

To Answer Inquiries (e.g. What Size of Clothing Best Fits You)

To Resolve Technical Issues (e.g. Locked Smartphone, Properly Assembling a Grill)

To Settle an Issue Regarding a Missed Payment

To Resolve Billing Issues (e.g. Incorrect Charge)

CUSTOMERSERVICE

REPCHATBOT

/AIDON’T KNOWIVR

67% 6% 21% 1%

23% 54% 20% 3%

21% 59% 17% 3%

20% 61% 15% 4%

18% 56% 15% 11%

15% 64% 17% 4%

12% 75% 11% 2%

9% 76% 12% 2%

is Only Preferred for

Simple Questions

PREFERENCE WHEN INTERACTING WITH CUSTOMER SERVICE AGENTS

Press 1 for...

I want to speak with an individual WHO CARES ABOUT ME

PERSONALLY and both answers my questions

as well as offers insight

57%

18%

I want to answer as few questions as possible to resolve my issue and it is okay if I don’t

speak with an individual

23%

I want to answer questions as needed to resolve my issue and would like to learn about new ways to resolve similar issue

Energy and utilities (90%)Healthcare (88%)Cable and media (87%)

85%

%3 %7 %1CUSTOMER

SERVICE REPRESENTATIVE

CHABOT/AI

INTERACTIVE VOICE

RESPONSE (IVR)

%3SOME

COMBINATION OF THESE

%7DON’TKNOW

%15%5%

18-34 years

76% 82% 91%

(Including Millennials)

Speaking to a human is particularly preferred in these industries:

Thinking about potential customer service contact experiences, if you contacted a company by telephone or online, which of the following would you prefer? Base: 502

35-54 years

55+ years

Thinking about potential customer service experiences, in which instances would you prefer to interact with IVR, a chatbot or a customer service representative? Base: 502

Even When it Takes Longer, HUMANS are Still PREFERRED

66%

34%

PERCEPTIONS ABOUT CONTACT EXPERIENCE

I would rather speak with a human to have my issue resolved, even if it took

a little longer

I would rather have my issue resolved efficiently and to be given information relevant to my situation, no matter if I

receive service from a human or chatbot

Thinking about potential customer service contact experiences, which of the following two statements is most true? Base: 502

While consumers in every industry used the phone for the majority of customer service communications, retail customers used it the least while healthcare consumers used it the most.

Despite DIGITAL CHANNEL Use, CONSUMERS Still Use The PHONE MOST OFTEN

TELEPHONECALL

EMAIL ONLINECHAT

INPERSON

SOCIALMEDIA

METHOD OF COMMUNICATION USED RECENTLY

77%

24% 22% 19%11%

Mode of Contact

Retail(n=50)

Health Care(n=63)

Telephone CallEmail

Online ChatIn Person

Social Media

55%32%19%5%0%

87% 14%13%16%8%

More than one communication mode used

Thinking about your most recent customer service contact experience, what method or methods of communication did you use to initiate contact with the company? Base: 502

Prefer Interacting With

HUMANS

READ THE WHITE PAPER for more details about the survey and what the results mean for your organization, startek.com/lp/customer-engagement-survey-2017