Ovum Report: Deliver the Omni-Channel Support Customers Want
In today’s digital economy, customer engagement and support are critical. But in spite of widespread understanding of how important customer engagement is, businesses still struggle to meet customer expectations. Based on data from a global recent research study from Ovum, this report explores consumers’ growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today’s connected customers. Key findings including:
- 82% of consumers have stopped doing business with a brand following a bad experience
- 50% of customers are frustrated with automated response systems, and 43% are dissatisfied with the amount of time it takes to reach a representative
- 62% of consumers believe it takes 5+ interactions before they resolve their issue, whereas 54% of contact center managers think it only takes 1-2 interactions
- If customers knew they could get a resolution on the first attempt, 78% would choose a channel other than a phone call
Download the full report to find out what this means for your business.