News

Study: Consumers not happy with resolution experience

May 24, 2017

A new inContact study revealed that customers are not getting the 'fast resolution' expected in today's retail commerce environment and companies must improve the cross-channel customer experience.

The study reported that less than half of customers are satisfied regardless of the communication channel, and that a live customer service agent remains the most preferred communication channel.

The most frustrating service channels were email and interactive voice response and drew the strongest customer emotions such as anger, frustration and disgust.

Credit card companies, airlines and retailers were cited as top industries providing the highest-quality customer service. Those on the bottom of the list included fast food, car rental companies and internet providers.

"This important research confirms that, even as we make incredible advances in technology and automation, companies are still struggling to deliver consistent, excellent customer service across all touch points," said Paul Jarman, CEO at inContact, in a release on the study. "To stay competitive, businesses today need to win every interaction with their customers."