Press Release
Franklin, MA – April 25, 2016 – In a webcast titled, “Simplifying Your Customer Care Journey,” Dr. Jill Walsh, postdoctoral fellow in Sociology at Boston University, and Jane Price, Vice President of Marketing at Interactions LLC, will share research findings on how consumers navigate the complexities of customer care, based on a recent study conducted by the Center for Research on the Information Society in affiliation with Interactions.
“Simplifying Your Customer Care Journey” webinar to discuss surprising research findings on today’s customer care complexities and how to improve customer experience
Franklin, MA – April 25, 2016 – In a webcast titled, “Simplifying Your Customer Care Journey,” Dr. Jill Walsh, postdoctoral fellow in Sociology at Boston University, and Jane Price, Vice President of Marketing at Interactions LLC, will share research findings on how consumers navigate the complexities of customer care, based on a recent study conducted by the Center for Research on the Information Society in affiliation with Interactions.
During the webinar, Dr. Walsh and Price will explore current customer care preferences, how common systems are falling short on customer experience, and how satisfaction and retention can be improved. With many technology options available for customer care – including voice, web, text and other automated offerings – the webinar will also spotlight what consumers are experiencing today and if these innovations in customer care are making an impact.
The study, titled “Human Touch and the Customer Service Experience,” surveyed more than 1,300 people about their most recent experiences with customer service technology. Through an online survey and in-depth interviews, the study focused primarily on interactive voice response systems (IVRs), chat, text, social, and the role of technology in relation to customer service. The presentation will elaborate on direct feedback from these focus groups to uncover what’s working – or not – between consumers and the brands they interact with today.
Further details on the webinar include:
WHO: Dr. Jill Walsh, postdoctoral fellow in Sociology at Boston University, and Jane Price, Vice President of Marketing at Interactions LLC
WHAT: Join Dr. Walsh and Price on a virtual presentation as they discuss the complexities of today’s customer care journey and elaborate on direct feedback from research study focus groups on the common pain points customers experience when communicating with brands.
WHEN: Tuesday, April 26 from 11:00am -12:00pm EDT
WHERE: Click here to register for the webinar
For more information on the study, “Human Touch and the Customer Service Experience”, please visit www.interactions.com.
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