Customers that have an exceptional experience are more likely to do business with that company; 75% Customers that have a bad experience are less likely to do business with the company, with 60% of these saying they would do much less business with the company. In terms of modality, 73% of all interactions with the call center are still over the telephone, 24% via email, and 3% via chat.Now for some of the stunners:
only 57% of the exceptional experiences begin with an automated system. Consumers who reach an automated system, rather than a live person, say they will do less business with the company. Sixty-six percent of consumers who had an exceptional experience are more likely to do more business with that company in the future. One in six consumers who had a typical customer experience is likely to switch companiesMany of these concerns play straight into the VoiceSage Click To Call product set. One of the neat things it does is that when a customer clicks, the system only connects you to the relevant operator when they and you are available. Result, zero waiting time, right person contact, live person interaction. Seems to me to be a combination to deliver exceptional performance, as long as the Customer Service person has the information, authority, and empathy required to close the call off on first contact.