Businesses Turn to Newer Technologies for Customer Support
A recent study found that 60 percent of customers said they use the Web to look for information always or most of the time before contacting customer service.There is a significant disconnect between what today's mobile, always-connected customers have come to expect from customer service and what contact centers are delivering, according to a report from remote connectivity provider LogMeIn and research firm Ovum. Six in 10 customers said they use the Web to look for information always or most of the time before contacting customer service, according to the study, which was based on a survey of 315 contact center managers and 400 customers across North America, Europe and Australia and New Zealand. However, only 9 percent of managers believe that their customers frequently use the Web before calling. More than three-quarters (76 percent) of customers claimed to have stopped doing business with a brand following a bad experience, the study found. "It's unfortunate that contact centers are often seen as nothing more than cost centers rather than value-generators for the firm," Ross Haskell, senior director of BoldChat product for LogMeIn, told eWEEK. "As such, it is harder for them to secure funding for new initiatives, including upgraded technologies. That fact, coupled with the reality that consumers adopt technology very quickly, has created a huge technology gap for support centers."
Almost 50 percent of customers believe that the ability to reach the right representative has worsened over the last two years, and long hold times and automated service menus continue to irritate customers who are keen to get fast resolutions to their problems.