Customers are increasingly making purchase decisions not just based on product and price, but also based on a company’s reputation for providing superior customer service.
In the Fall of 2015, Interactions conducted a research study, Human Touch and the Customer Service Experience, that demonstrated how consumers wanted to get their issues resolved as easily and quickly as possible. Beyond that, consumers don’t want to feel like they are speaking with an automated system that doesn’t care about solving their issue. They are looking for a human touch and a personalized customer service experience.
In this survey, respondents confirmed earlier research results by stating that the two most important factors in evaluating a good customer service experience are ‘being able to reach a human to resolve [their] issue’ and ‘getting [their] issue resolved as quickly as possible.’
Download this whitepaper to learn answers to questions such as: Are consumers more likely to purchase from a company that they had a positive experience with in the past? Are they less likely to purchase from a company where a friend or family member had a negative experience? How important are online and social media reviews?