Consumers Want Fast, Efficient Customer Service Experiences
The majority of consumers surveyed feel that customer service experiences should reflect them as a person, according to the Verint survey.Customers demand that organizations have relevant information at their fingertips and resolve issues quickly, according to a Verint Systems survey of more than 18,000 consumers, conducted in partnership with analyst and consultancy firm Ovum. American consumers (ages 18-34) were more comfortable with personalization (59 percent) than their older counterparts. Less than half (46 percent) of Americans 35 and older indicated they would choose personalization over privacy concerns. The majority of consumers surveyed feel the customer service experiences should reflect them as a person, yet were less concerned about companies knowing their current mood and responding accordingly. Even when companies make mistakes, many consumers are forgiving of companies they feel make an effort to understand what they are trying to accomplish and how helping them will reach that goal.
"In today’s economy it isn’t just small businesses that have limited resources," Dave Capuano, global vice president of integrated marketing for Verint, told eWEEK. "Companies of all sizes are working to be as effective and efficient as they can when engaging customers. Organizations need to think from the customer’s perspective when looking to tackle engagement."