customer-demand-and-retailer-capability-infographic

The growing gap between customer demand and retailer capability. 50% of consumers say they constantly change the channel in which they deal with an organisation but only 17% of organisations make it easy to switch between channels for seamless customer service and only 15% of retailers are easily able to track customers across multiple channels. This is highlighted even further by 90% of customers saying they want to email the same advisor as they spoke to on the phone, but only 5% of contact centres fully integrate this channel with other channels. The impact of customer service on consumer behaviour 74% of consumers say they would buy more from companies that make is easier for them to do business whilst 86% of consumers have stopped doing business with a company over a bad customers experience. When a customer does have a good experience, on average they tell 6 friends through social media and word of mouth! What retailers can do to stay ahead of customer demand: Provide customer advisors with a single view of all customer interactions/details Integrate all back office systems to create one view across the business Respond instantly to customers regardless of chosen channel Provide a universal queue of customer contact channels to multi-skilled agents Provide your customers with web chat for instant customer service response Put your customer back in-control with self-service apps and Visual IVR Track the entire customer journey across multiple channels Manage Big Data to provide a unique shopping experience


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