Consumers Aren’t as Opposed to Bots as You Might Think
When it comes to getting the best customer service, new Genesys research shows 71% of consumers say a human is needed while 76% also turn to digital support channels.
While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives on the topic. Survey data also shows more than twice as many consumers say not being able to talk to a live agent when they choose is a bigger annoyance.
While only 10% of the U.K. consumers surveyed characterised their last experience with a business as negative, there is still room for improvement. Savvy businesses will do well to implement strategies that alleviate what the research shows as consumers’ top-three pain points in customer service:
– Being put on hold (nearly 50%);
– Being given incorrect information (nearly 35%); and
– Being passed to multiple contact centre agents (nearly 36%).
Humans and Digital Channels Reign Supreme
Nearly three quarters (71.4%) of survey respondents indicated they get the best and most effective customer service when a human is involved, but it’s not the only path to positive experiences. In fact, findings show consumers also value online methods for service with 76% citing digital support channels as important.
Genesys Executive Vice President, Mark Turner, said,
“Brands now have more flexibility than ever to connect with their customers in meaningful ways. When it comes to getting good customer service, the survey shows consumers want to be in the driver’s seat. They want the option to choose how they get the help they need when they need it – whether via digital channels, the human touch, or even from an Artificial Intelligence (AI)-powered bot.”
Turner said the real opportunity for businesses is to blend AI with human effort.
“That combination is a game changer for organisations that want to give consumers the fast, efficient, informed service they want. But businesses must find the right mix of digital channels, automation, AI and human involvement — or they risk making their customers unhappy. We do not believe AI will replace the need for live support, rather, it is the catalyst for positive change in the way humans work and how consumers get service,” said Turner.”
Smart, fast service key for consumers
Consumers put knowledgeable agents (58%) and a timely response (55%) at the top of their list of the type of interactions they value the most with a brand. Concurrently, 93% of respondents say it’s important for companies to quickly route queries to a customer service agent who has background information and understands the customer’s needs.
Today, brands cannot afford to ignore the importance of delivering the type of service consumers want. Especially considering 83% of U.K. respondents say they have sometimes or always bought something from a business based solely on its reputation for customer service. Further, 93% of respondents have taken action as a direct result of poor customer service. Half of respondents say they have switched providers as a result of poor customer service, and 42% say they have never done business with a brand again after a bad experience. Nearly 72% told a friend or family member and 16% even spread the word via social media.
Additional findings from the survey:
– The majority of customers (84.2%) feel phone engagement is still vital, yet more than half (53.9%), admit to contacting a company via phone less than once a month.
– Despite an increasing use of social media by businesses as a customer support channel, only 4% of U.K. consumers are fond of interacting with companies that way. Respondents cite discomfort, impersonality, unlikelihood of success and lack of speedy response as barriers.
– 50% of respondents have switched providers as result of poor customer service and 42% say they stopped doing business with the brand. Additionally, the vast majority of respondents have told others of bad customer service whether it be over social media, email, in-person, or otherwise – further highlighting the fact that word of mouth reigns in the customer service industry.
Industry: unified communication news
- Lead CyberArk deployment Consultant
- Upto £80,000 plus benefits
CyberArk Consultant is needed to be responsible for leading the deployment of CyberArk solutions for this expanding IT services business, You will work with customer both pre and post sales, getting involved in CyberArk Solution Design, helping to create CyberArk Strategic Roadmaps, on-boarding accounts, product and process integration into the CyberArk Solution and Proviso of Installation and technical Documentation. We are looking for this individual to have experience in: Installation of CyberArk PAS for V11.X and V12.X (Vault, DR Vault, Central Policy Manager and Password Vault Web Access) Upgrade of CyberArk from V9 and V10 (Vault, DR Vault, Central Policy Manager and Password Vault Web Access) Installation and Upgrade of Privilege Session Manager and Privilege Session Manager Proxy As some of your client will be government site, all individual will need to be put through SC clearance, therefore you must be eligible to receive this and happy to be put through(With a British Citizen or to have lived in the UK for the past 5 years) We are unable to provide work visa sponsorship for this opportunity
- Senior Business Analyst - Outside IR35 Contract, SC Clearance Required, London
- £400 per day outside IR35
Senior Business Analyst - Outside IR35 Contract, SC Clearance Required, Based in London Project- to engage with colleagues and stakeholders to investigate and model business functions, processes, information flows and data structures, using a range of business analysis techniques. • You will translate the solution to the business problem into detailed requirements by creating user stories and well-defined acceptance criteria. • Elicit end-to-end business requirements for a live cross-government service • Working across the Government departments to bring together varied business and operational outcomes to form a holistic overall set of service requirements Current SC clearance is required. As is the ability to travel to London.
- DV cleared CCP Senior IA Architect Contract. 12 month Outside IR35
- 600 per day Outside IR35
DV cleared CCP Senior IA Architect Contract. 12 month Outside IR35. £600 MOD experience (Secure by Design, Accreditation, management) / CADMID project life cycle. Working within and across programmes across Land, Air and Fleet. Meng / Ceng. Ability to travel where as and where needed across the M3 / M4 corridor
- Illumio Engineer - CONTRACT. EUROPE
Engineer with hands on Illumio needed for 6 month contract. Ideally based in Sweden, but would consider the right individual to deliver a hybrid role (Occasional travel to Sweden will be required). Connecting services in Illumio, rollout of the agents (VEN). Experience with Illumio Core, endpoint, cloudsecure Looking to start ASAP