Research results reveal what customers look for in a great service
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of
software and services designed to improve the customer experience, has
released findings of its second annual Global
Customer Service Survey.
The survey, which was administered by independent research firm,
Actionable Research, was designed to answer the question, "What are the
customer service expectations and preferences of consumers and the IT
professionals who work for companies providing service?"
"This survey uncovered many interesting differences between the
attitudes of consumers and IT professionals," said Joe Staples,
Interactive Intelligence chief marketing officer. "For instance, while
61 percent of IT professionals found interactive voice response a
valuable service, only 37 percent of consumers did. These types of
findings are the first step toward better aligning the expectations of
those receiving and providing service."
Based on the customer service primary research, the top 10 key findings
were as follows:
Although alternate channels are making inroads, a phone call with
an agent is still the preferred communications channel by consumers
(51 percent). Email was the next preferred method at 18 percent,
followed by Web chat at 11 percent, which was similar to last year.
A timely response is the most valued factor by consumers and IT
professionals in a customer service interaction. Next valued by
consumers is a knowledgeable agent, while next valued by IT
professionals is professionalism.
Not being able to understand the agent on the phone and a
condescending agent are equally the greatest consumer frustrations. This
year both were equal at 75 percent, followed by an initial long wait
time at 64 percent. These results are similar to last year.
If an agent is condescending or demanding, the majority of
consumers (62 percent) say they are likely to seek an alternate
vendor. Nearly half (48 percent) would seek an alternate vendor if
the agent lacks appropriate knowledge, and 47 percent would do so if
an agent shows a lack of effort.
The majority of consumers (64 percent) said that they tell others
when they have a positive customer service experience. This is up
from 59 percent last year.
Only 10 percent of consumers are willing to pay for a higher
level of service. Note that 16 percent would pay more if the cost
Nearly half of consumers (45 percent) always or usually make
purchase decisions based solely on customer service.
Consumers are more likely to share a positive experience using
social media (37 percent), than they are to share a negative
experience (29 percent).
IT professionals stated that offering an easy way for customers to
provide feedback was the most valuable service (56 percent). This
was followed by the ability to transfer customer information from
agent to agent (53 percent), and having complete interaction history
accessible by agents across communications channels (52 percent).
When using a mobile device to obtain service, consumers ranked the
ability to get a callback once an agent becomes available as the most
valuable mobile capability. This is followed by phone self-service
then automated proactive notifications.
The customer service survey, which was conducted between March 27 and
April 24, 2014, was based on a respondent sample size of 1,462 and 459
for consumer and IT professionals, respectively. Respondents resided in
Australia, Brazil, Canada, Germany, South Africa, Sweden, the U.K., and
A 32-page report containing the complete survey results can be
downloaded here: http://www.inin.com/resources/Documents/Customer-Service-Experience-Research-Study.pdf.
13-page executive summary of the report can be downloaded here: http://www.inin.com/resources/Documents/Customer-Service-Experience-Research-Study-Executive-Summary.pdf.
About Interactive Intelligence
Group Inc. (Nasdaq: ININ) is a global provider of software and services
designed to improve the customer experience. The company's 6,000-plus
customers worldwide have benefitted from its cloud and on-premises
solutions for contact center, unified communications, and business
process automation. Interactive Intelligence is among Software
Magazine's 2013 Top 500 Global Software and Service Providers, and has
received a Frost & Sullivan Company of the Year Award for the last five
consecutive years. In addition, Glassdoor honored Interactive
Intelligence with its 2014 Employees' Choice Award as one of the Best
Places to Work in the U.S., and Mashable ranked Interactive Intelligence
second on its 2014 list of the Seven Best Tech Companies to Work For.
The company was founded in 1994 and employs more than 1,900 people
worldwide. Interactive Intelligence is headquartered in Indianapolis,
Indiana and has offices throughout North America, Latin America, Europe,
Middle East, Africa and Asia Pacific. It can be reached at +1
317.872.3000 or email@example.com. Visit
Interactive Intelligence on the Web at www.inin.com;
on Twitter at www.inin.com/twitter;
on Facebook at www.inin.com/facebook;
or on LinkedIn at www.inin.com/linkedin.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Christine Holley, Senior Director of
Market Communications, +1 317-715-8220
Source: Interactive Intelligence Group Inc.
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