December 13, 2016

Consumers expect ever more options for customer service


According to a new customer experience study, consumers’ desire for companies to provide a wide variety of communication channels continues to increase.

Aspect’s survey, which compared responses between Q4 2016 and the corresponding period of 2015, found that a growing number of consumers from across a variety of demographic groups wanted companies to offer them more ways to communicate.

Companies that don’t adapt to this new omnichannel environment risk diminished customer perceptions and lost business. The number of respondents in Aspect’s survey who said they would stop doing business with a company that provided poor customer service grew between Q4 2015 and Q4 2016 in nearly every industry category studied. The only exception was in general retail, where even then the number of respondents remained close to 50%.

Although the request for more omnichannel customer service appears to transcend age differences, there are some distinctions in how different demographic groups like to communicate-

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