Consumer Insights

Cross-Channel Customer Service Is Lacking Quality

When it comes to customer service, it turns out companies are lacking in their cross-channel service.

According to the latest research from cloud contact center software company inContact, “inContact Customer Experience Transformation Benchmark Study,” consumers aren’t getting the quick service they’re seeking. No matter what the communication channel is, it was found that less than half of consumers are satisfied with their customer service experience.

While consumers’ lifestyles are swift and connected now more than ever before, it turns out that 42 percent still have a strong preference for speaking with a person over automated systems. It was determined that email and interactive voice response customer service options were the most infuriating customer service channels.

InContact’s CEO, Paul Jarman, commented on the research findings and how businesses can turn around consumer perception: “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 touchpoints. To stay competitive, businesses today need to win every interaction with their customers. Cloud contact center technology enables companies to meet and exceed consumers’ high expectations by deploying technology that enables seamless customer service, regardless of the channel.”

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