Thursday, October 31st, 2013
A recent survey suggests that the telephone call is still the method of choice when it comes to customer services queries, although worringly this contact often leaves the customer feeling even more unhappy than they did before the call. Just under 30% of respondents cited waiting time as their number one gripe, the consensus being that a response should be had within a minute, only 49% of those questioned would be prepared to wait for two or three minutes. The poor language skills of call centre operatives was a complaint made by over 20% of those surveyed, outlining the need for local call centres like mplcontact, staffed by local people. Two thirds of those questioned had their problem resolved over the telephone.
A whopping 84% of people who had contacted a customer services department chose to do so by telephone. However social media is proving to be a powerful weapon for dis-satisfied customers. With a customers complaints being publicly broadcast on social media sites the need to deliver a swift and decisive response is vital to protect online reputation. Over 80% of those using social media got their problem solved from the initial contact, that is almost double the success rate of those that made contact by telephone. Response times through Facebook and Twitter were found to be under an hour in most cases. Those that choose to contact by email however have much lower expectations in terms of waiting time, generally not expecting a response for up to two days.
The survey for Viséo Conseil show that despite the shift in technology over the years people still prefer a voice conversation when a problem occurs. That said if you look closely at the figures you see that although 84% contacted customer services department by telephone, 53% first visited the companies website and 48% sent an email. This indicates that many customers may in fact prefer to deal with their complaint online but are unable to find the means of doing so. Modern contact centres like mplcontact can not only handle telephone enquiries and emails on behalf of your company but can also provide reputation management, dealing with complaints on social media channels quickly and efficiently.