10 key findings about customer service

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What makes up a great customer experience? What are customers really after and what do they value in that experience? Check out this infographic of a study conducted by Interactive Intelligence where over 1800 people in eight countries were surveyed.


Page 1: 10 Key Findings About Customer Service

Source: Customer Service Experience Survey, sponsored by Interactive Intelligence and conducted by Actionable Research, April 2013. This survey was based on a respondent sample size of 1,407 consumers and 453 IT and customer care professionals. Respondents resided in Australia, Brazil, Canada, Germany, South Africa, Sweden, the U.K., and the U.S.




How can I help you today?LIVE AGENT remains the preferred interaction

type followed by email and then there is a significant drop to web chat, etc.(this varies by age demographic)

1A KNOWLEGEABLE REPRESENTATIVE and a TIMELY RESPONSE are the most valuable components of a great service experience

4ACCESS TO HISTORICAL INFORMATION is deemed by customers the most valuable feature of an interaction

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Huh?NOT BEING ABLE TO UNDERSTAND THE AGENT is rated as the most frustrating partof an interaction

8The ability to get a SCHEDULED CALL-BACK was the most desired mobile application

7Customers are more willing to use SOCIAL MEDIA to praise a good service experience vs. complaining about a poor experience

10 desired by contact center professionalsCOMPREHENSIVE REPORTINGAND ANALYTICS is the top feature

9“AN EASY WAY TO PROVIDE FEEDBACK”is the top featuredesired by customers

6$$$X AREN’T WILLING TO PAY EXTRA for higher service levelsCustomers

2HOTELS, ONLINE RETAILERS, BANKSprovide the best service experiencesand