your customers don’t want to have a conversations - they want answers!
DESCRIPTION
IntelliResponse recently conducted a Google consumer survey where we asked 1000 consumers to share what they really think about the service they received from the businesses they deal with. Some of the results may sound surprising, but all of them validate the emergence of a customer-led shift toward self-service in digital channels.TRANSCRIPT
MOBILE IS KING
60% of consumers aged 18-34would rather use a
MOBILE APPthan speak to a live customer service rep.
The majority of consumers indicated that retailers provide thebest online experience.
RETAILERS ARE IN THE LEAD... FOR NOW!
67.2%
17.3%
13.3%
What type of relationship do CONSUMERS want with the companies they buy from?
68%of consumers go to a company’s website �rst when looking for product or service information.
Nearly
3 OUT OF 5CONSUMERSturn to a company’s
WEBSITE FIRSTto �nd answers. 58%
Company Website
25%Call
9%8%Social Media / Mobile appOther
74% of consumers expect the same answer online as they do when they phone into the contact center.
ROOM TO IMPROVE
Marketing Goods &Services OnlineSelling Goods &Services Online
Businesses are succeeding at: But there's room for improvement with:
Helping Customers With Problems Online
The digitization of society has changed the rules of customer engagement forever. Consumers expect to receive ef�cient self-service online.
2014 © IntelliResponse Systems Inc. All rights reserved.
Businesses need to focus more on providing instant answers to customer questions posed across all online channels.
BOTTOM LINE:
59% Want Ef�cient Service
24% Want Personalized Service
11% Want To “Buy And Say Goodbye”
channels converge
Key Take Away
RETAIL
TELECOMS
UTILITIES
In a consumer survey, we asked 1000 consumers what they thought about the service they receive from businesses they deal with. Here’s what we found.
they want answers!
Your Customers Don’t Want to Have a Conversation…