customer service experience


Human Touch and the Customer Service Experience

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Are Consumers Comfortable with Automated Customer Service?

Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.

In August and September 2015, Interactions and the Center for Research on the Information Society, affiliated with Boston University, conducted a two-part study of the public’s experiences with, and attitudes toward, customer service interfaces. Through both qualitative discussions and an online representative survey, the study covered a broad range of issues relating to customer service experiences. Questions focused primarily on interactive voice response systems (IVRs), speech recognition, and the role of voice technology in relation to customer service.

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