According to the 2012 American Express Global Customer Service Barometer survey, the majority of Americans prefer to use the phone to communicate with the companies they do business with. The study statistics show that although technology and digital communications have evolved tremendously over the years, ‘old school’ communication is what we want for our customer service needs.
Quality personal connections still matter most: For issues like product assistance or returns, about 65 percent of customers prefer live phone or in-person assistance. For even more serious matters, that number jumps to 76 percent.
Fewer than 10 percent favor web or email assistance for important matters. Fewer than one in five have used social media for customer service in the past year.
What this data shows, is that making sure that a company’s customer service department is delivering an optimal customer experience is crucial to continued success and growth. But, most companies do not have an in-depth knowledge of how their customer service department, and specifically how their employees are doing as far as connecting with their customers, making a connection, and creating a satisfying experience.
There are call monitoring and speech analytics technologies today that can easily be implemented into the customer service department (as well as any customer-facing department like sales, marketing) that will automatically mine conversations with customers to pinpoint specific topics, via keywords, so that managers are aware of the content of conversations that are taking place with their customers every day.
To learn more about these advanced technologies, known as cloud-based speech analytics, contact us today.
Read more on the results of the study and conclusions in this CBS news article.