UK Large business & public sector
It’s official that people who want to talk to government departments want choice about how they do that — even if they are more likely to choose the phone over any other channel.
That’s the findings of BT’s Autonomous Customer research, which suggests that people expect the same levels of service for government and public bodies as they do from the private sector — and they don’t want their choice of channels restricted. [Read more...]
Social media isn’t always that social. Disgruntled customers can take to social media, complain, and everybody can see it. (And trying to hide or delete their comments can start an even bigger backlash – just Google ‘Dumpshell comments deleted’.)
But you don’t need to have every conversation in public. Instead, take it into a private channel like Webchat. Our research, It’s Good to Chat: Webchat and the Contact Centre, found 27 per cent of people choose Webchat as their top choice when talking to a business. Ten percentage points more than social media. [Read more...]
Consumers say organisations still struggle to link channels.
94% want to email the same agent they spoke to
65% like it when organisations notice they have a problem
Customers aren’t as loyal as they used to be. They’d rather trust a friend’s comment on Facebook than a glossy advertisement. So any loyalty a brand can generate matters less and less.
In our recent research, Autonomous customer 2013, 78 per cent expect customer service from the old, established, respected brands’ to match the new players’. Nearly half thought that blind loyalty was a thing of the past. It’s all about what happens here and now. [Read more...]
Is the phone dead? Not yet, but gone are the days where contact centres revolved around calls. We’ve been looking at the benefits of using webchat alongside the traditional call in our new research, It’s good to chat: Webchat and the contact centre. And we found call centre agents can be more efficient when they’re able to multi-task.
Webchat does three things for the advisor: [Read more...]
When someone wants to get hold of you, they don’t really care how they do it. Whether it’s the phone, webcam or online, they just want to know there’s someone helpful on the other end.
In fact, half of the people we surveyed in Autonomous customer 2013 said they continually change how they contact an organisation. And 55 per cent would be interested in having their questions answered through a video chat. [Read more...]
Rome wasn’t built in a day — but once it got up and running, my goodness, didn’t it do well.
It ruled one of the largest empires the world had ever seen and gave the world cities, language and legend that we still cling to after 2,000 years. [Read more...]
Phone service is still number one, but customer demand is becoming much more complicated
