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