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Bangalore
March 27th, 2008
A new survey conducted in India by Genesys Telecommunications Laboratories,
an Alcatel-Lucent Company (Euronext Paris and NYSE: ALU), revealed that more
than 79 percent of consumers want to communicate with companies via email and
over 41 percent want to interact using SMS.
The survey, which was conducted online with 504 consumers from across Índia,
revealed that nearly 50 percent of customers stated their experience with a
contact center is a key factor in building customer loyalty, while 38 percent
stated they would stop doing business with a company due to poor contact center
experience.
In addition, 79 percent of customers said they would continue doing business
with a company based on a great contact center experience and 26 percent would
do so even if it meant paying a higher than average price.
Surprisingly, 97 percent of the consumers Genesys surveyed want companies to
give them information about additional products and services that may benefit
them, while 93 percent want to receive proactive communications via the
telephone, email and/or SMS.
The survey, which was designed to measure consumers likes, dislikes and
frustrations with contact centers and automated customer service systems, was
commissioned by Genesys Telecommunications Laboratories, Its findings indicate
that, while investments in technology and self-service are starting to pay off,
consumers increasingly want better multi-channel services through SMS, e-mail
and other new media, and their contact center experience plays a major role in
their overall customer satisfaction and loyalty.
Said Jason Stirling, VP, Genesys, Australia, New Zealand and India, "As
the world market becomes more competitive, the most successful companies are the
ones making the best use of every channel and every customer interaction to
drive customer loyalty and increases sales by agents."
Agreeing with Genesys MD for India, Shamsheer Ahmed noted, "Successful
companies must leverage every opportunity to connect and engage with their
customers to create a positive experience. This survey clearly highlights the
fact that Indian customers are extremely web and mobile savvy, and as a result,
companies need to redesign their customer service approach by integrating
mobile, web and email communications, as well as advanced self-service, to
deliver the next generation customer experience these customers want." Page(s) 1
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