Consumers are unsatisfied with customer experiences with their wireless carriers because of the lack of context for the customer’s situation, according to a new survey released by [24]7.
Seven out of 10 customers were frustrated that the wireless carrier had forgotten their prior conversations and history. What’s more, that same percentage indicated that the service was impersonal and the carrier did not understand who they were and the issues they faced.
Today’s connected consumers interact with friends and companies using the web, mobile, chat, social and phone channels. Whether consumers are scheduling dinner with friends or contacting their wireless carrier about their bills, consumers are using different channels, the survey says. Eight out of 10 consumers said that they use three or more channels to connect with their wireless carrier.
Here are some significant takeaways from the survey:
- Seven out of 10 respondents stated each time they contact their wireless carrier, their prior conversations and customer history were forgotten
- Seven out of 10 stated that customer service is impersonal and did not understand them or their issue
- Seven out of 10 respondents stated that it takes too much effort to resolve their issues
- Customers use a variety of channels to contact their wireless carriers
- 91% of respondents use at least two channels
- 77% of respondents use at least three channels
“Today’s consumers live in an omnichannel world and expect companies to use data to know their situation, anticipate what they need, and resolve their issues effortlessly to give them an amazing experience," P.V. Kannan, co-founder and CEO of [24]7, said in a release. “Since consumers use multiple channels to complete a task, companies must maintain context across channels as if the consumer were interacting in a single digital channel.”
To embrace the consumer’s omnichannel world, [24]7 helps companies combine web, chat, social and phone interactions into one consistent brand experience across all channels. Big data is made actionable by applying predictive analytics and real-time decisioning to engage customers when, where and how they want while keeping context across their journeys.
[24]7’s platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises, connecting customer interactions across an enterprise’s web, mobile, chat, social, and phone channels.