Survey: Live Agents Are Consumer’s Preferred Interaction

Intelligence Group, a provider of unified IP business communications software and services, has released findings of its global customer service experience survey. The survey was administered by independent research firm, Actionable Research, was designed to answer two key questions: what do consumers want in a great service experience?; and what do IT professionals and customer care leaders want from the technology behind that great customer experience?

Several key findings of the survey included the following:

  • A knowledgeable representative and a timely response are the most valuable components of a great service experience.
  • Hotels, online retailers, and banks provide the best customer service experiences.
  • Live agent remains the preferred interaction type, followed by email, and then there is a significant drop to Web chat, etc.
  • Historical information access is deemed the most valuable feature of an interaction.
  • Not being able to understand the agent is rated as the most frustrating part of an interaction.
  • Customers are more willing to use social media to praise a good service experience versus complaining about a poor experience.
  • The ability to get a scheduled call-back was the most desired feature of mobile service applications.
  • The most valuable technical service to offer customers is "an easy way to provide feedback."
  • Comprehensive reporting and analytics are the top features desired by contact center professionals.