Credit, Collections & Insolvency News
New research by TCN has found that more than half of consumers prefer to communicate by email when contacting a company’s customer service department
The results showed that preferring to speak to a person or live chat with an agent with the next best options. While consumers don’t mind waiting on hold, they highly value the ability of a call centre operative to solve their issues in that call. They want to get through to an agent quickly and have that agent resolve their issue promptly.
Almost one in five of Gen Z want to receive automated instructions about other ways to resolve their issues – more than any other generation.
The data also showe that almost 40% of consumers have posted an online review of a poor customer service experience with a company.
Commenting on the findings, Kerry Sherman, VP of EMEA Sales at TCN said “Because consumers are at the centre of every business, organisations must implement proactive communication measures to keep consumers informed and engaged.
“Businesses must navigate this dynamic landscape to foster customer satisfaction and loyalty. This report is the compass contact centres need to achieve this and the first time we have conducted this survey with the UK general public.
“We have been running this survey for the past four years in the states, but as our UK presence continues to grow at a fast pace, we felt it was essential to run this insightful survey to help arm industries with contact sectors valuable insights in how to work best with their customers. In the UK around 70% of our clients are in the accounts receivables sector and this report supplies valuable insights into how consumers in those sectors want to be dealt with.”