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NICE inContact Customer Experience Transformation Benchmark Study 2017

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In this industry-first research, consumers shared their actual experiences with their most recent interactions with companies in 15 different industries. Consumers reported overall on 4,700 interactions across inbound/outbound calls, email, chat, social, online self-service and more. Find out what they had to say about where companies are falling short, how technology is affecting service, and their preferences and expectations.

Key Findings in the Report Include: 

  • 8 in 10 consumers are willing to switch companies due to poor customer service
  • Less than half of consumers are satisfied with their experience, regardless of channel
  • 67% of customers still prefer agent assisted customer service with phone, email, and online chat leading the way; only 33% prefer self-service
  • 72% expect companies to know their purchase history regardless of method of communication (e.g. phone, chat, email)

customer service research report infographic