Close
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Menu
Search
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Latest News
    • Small Business

    Consumers Want Fast, Efficient Customer Service Experiences

    By
    Nathan Eddy
    -
    October 12, 2015
    Share
    Facebook
    Twitter
    Linkedin
      verint and consumers

      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.”

      As Verint highlights in its recent research, customers are first and foremost looking to just get things done–of those surveyed, 80 percent in the U.S. just want questions answered.

      “Businesses need to invoke strategies that make solving customer problems easy. In many cases, this means providing more ways for customers to leverage self-service through information,” Capuano said. “To fulfill this request, it requires some form of common knowledge repository where organizations can make content available across channels like the Web and to those answering the phone.”

      He noted larger companies are providing such offerings through vehicles like mobile applications, online chat capabilities and even virtual agents.

      “In the end, engagement is rooted in action,” he said. “Engagement is included in both sides of the interaction between the customer and company. It’s a driving force behind customer satisfaction and encompasses everything that affects or touches the customer in some way.”

      Since conducting a similar study, in 2012, the percentage of respondents who indicated that they maintained a relationship with their service provider for three years or more has declined from 85 to 60 percent.

      Americans ages 35 and older were more likely to maintain long-term relationships (70 percent) as compared to younger Americans (ages 18-34), where less than half (40 percent) indicated they had been with service providers for three years or more.

      Nathan Eddy
      A graduate of Northwestern University's Medill School of Journalism, Nathan was perviously the editor of gaming industry newsletter FierceGameBiz and has written for various consumer and tech publications including Popular Mechanics, Popular Science, CRN, and The Times of London. Currently based in Berlin, he released his first documentary film, The Absent Column, in 2013.

      MOST POPULAR ARTICLES

      Android

      Samsung Galaxy XCover Pro: Durability for Tough...

      Chris Preimesberger - December 5, 2020 0
      Have you ever dropped your phone, winced and felt the pain as it hit the sidewalk? Either the screen splintered like a windshield being...
      Read more
      Cloud

      Why Data Security Will Face Even Harsher...

      Chris Preimesberger - December 1, 2020 0
      Who would know more about details of the hacking process than an actual former career hacker? And who wants to understand all they can...
      Read more
      Cybersecurity

      How Veritas Is Shining a Light Into...

      eWEEK EDITORS - September 25, 2020 0
      Protecting data has always been one of the most important tasks in all of IT, yet as more companies become data companies at the...
      Read more
      Big Data and Analytics

      How NVIDIA A100 Station Brings Data Center...

      Zeus Kerravala - November 18, 2020 0
      There’s little debate that graphics processor unit manufacturer NVIDIA is the de facto standard when it comes to providing silicon to power machine learning...
      Read more
      Apple

      Why iPhone 12 Pro Makes Sense for...

      Wayne Rash - November 26, 2020 0
      If you’ve been watching the Apple commercials for the past three weeks, you already know what the company thinks will happen if you buy...
      Read more

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2021 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×