Study Reveals Customer Care Perceptions And Expectations
Consumer expectations are changing as it relates to retail customer service. Self-serve options are making it easier to address issues quickly via the web or mobile; and technology in the call center is empowering agents to provide superior service.
Radial and CFI Group surveyed 500 consumers to understand their experiences from digital properties to the customer service agents. The resulting feedback underscores the need for retailers to invest in the tools, technology, and training required to deliver an excellent customer service experience.
Some of the findings include:
- 71% of customers expect agents to have knowledge of their previous interactions with the brand
- 23% say they are less likely to purchase again when service agents didn’t have access to purchase history
- A mere 29% find self-service options on the retailer website to be very helpful
View the Infographic to see all of the other expectations and experiences your customers have and the resulting impact.