Findings Show That While Alternative Channels are Growing in Usage, Customers Still Rely on the Call Center for Issue Resolution
PHOENIX, ARIZONA and WINTER PARK, FL – November 6, 2015 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2015 Consumer Edition in their Customer Experience Management Benchmark Series (CXMB). This year’s survey titled “Exploring Multi-Channel Customer Care” provides compelling insights into key areas of consumer expectations, opinions and experiences in using multiple channels for customer care. The full 64-page report is available here.
Key Insights from the 2015 Consumer Survey:
– The call center remains the most used channel for issue resolution, with a 13% increase in usage as compared to 2014
– Interactive Care, defined as online chat, video chat, online FAQs, and self-help tools came in as the leading alternative channel used most by consumers
– Similar to Traditional Care, Interactive Care is commonly used for issue resolution, with a 22% increase in usage from 2014
The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2015 version is the third consecutive year of reporting on findings of North American consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience, as well as insights regarding specific channels, including traditional, interactive, social media and mobile.
The complete survey findings will be presented by Execs In The Know and COPC Inc. at two CXMB Workshops in Chicago and Tempe, AZ.
– Tuesday, November 17, 2015 from 10 AM – 3 PM in Chicago, hosted by Groupon
– Thursday, November 19, 2015, from 10 AM – 2 PM in Tempe, hosted by Target
For more information or to register, visit https://www.execsintheknow.com/events/cxmb-workshop/.
“The goal of every report in the CXMB Series is to inform our readers about current trends and insights in the customer care space, but more importantly to inspire compelling conversations, and exciting transformations, in their own organizations and the customer experience industry as a whole,” said Chad McDaniel, President and CEO of Execs In The Know. “By partnering with COPC Inc., the CXMB 2015 Consumer Report is more robust than ever and a valuable resource for our corporate brand partners, hoping to anticipate the needs and wants of their customers.”
“Understanding consumer experiences and evolving expectations, opinions and preferences is more important than ever. This research provides valuable perspectives into the consumer’s multi-channel journey and what brands should consider when developing their ongoing customer experience management strategies,” said Cliff Moore, chairman and co-founder of COPC Inc.
The full 2015 Consumer report is available for purchase at https://www.execsintheknow.com/cxmbseries/2015-consumer-edition/. Continue reading