Interactions Blog

Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.

At Interactions, conversations have always been key to everything we do. And we know that for brands, every conversation you have with a customer is an opportunity — to engage and deliver a seamless experience.

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable — and they want you to recognize this fact and deploy technologies that put time back into their day.

Customer care has rapidly evolved in recent years, and its importance can’t be overstated. In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice.

We’ve covered the key questions your organization needs to answer when developing a customer care strategy. The next step is to select the right technology to automate your customer care.

In a recent research report on customer effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes effort and frustration.

Every year retailers invest a tremendous amount of time and money to meet increasing demands. Many even find themselves doubling or even tripling the support in their contact center, especially during the holiday season.

Millennials are not the generation of the future but we are the generation of the now. With ages ranging from 18-35 we are in our prime spending years. As a millennial myself, I grew up alongside the smartphone, which has had a major impact on my life and the ways in which I interact with my favorite brands.

It used to be there was only one way in to a contact center. A single channel where customers called in, agents responded and resolved, and then moved to the next call in the queue.

Investing in your customer care strategy is a critical step for companies that want to remain competitive in today’s customer-obsessed environment. But with a growing variety of technological solutions, the opportunities for investment are endless — and it’s hard to know where to start.

Click the infographic for a larger version.

Today’s modern customers decide when, how, and where they want to communicate with a brand — and it’s up to companies to evolve and keep up with them.