Are You Meeting Your Customers’ Expectations for Omnichannel Service

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you're meeting their expectations for Omnichannel service?

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR).

At the recent ICMI Contact Center Expo show in Orlando, I presented some of the key survey results and discussed how they can be used to improve Omnichannel service performance. Virtually every business has come to realize that delivering a satisfying customer experience is crucial to success. Unfortunately, the survey discovered that overall we’re not doing a very good job of that. Only 42% of respondents indicated that they were satisfied with their last service interaction. Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones. Voice being by far the most preferred contact channel.

Download my presentation to see additional survey results and recommendations based on those results.