70% of U.S. adults are willing to pay extra for good customer service.
86% would be very likely to switch to another company in the future after a bad customer service experience.
81% prefer a live agent when dissatisfied with their order or purchase.
56% are willing to switch brands just to have access to more customer service channels.
Companies need to be more intentional about the omnichannel journey or face the consequences of increased dissatisfaction and churn. Paul Jarman, CEOinContact
The Critical Importance of Personalized, Omnichannel Service
The survey results are clear: Self-service isn’t enough for demanding shoppers. Four out of five (81%) U.S. adults say that if they are dissatisfied with an order, they would prefer assistance from a live representative via phone or chat rather than using email or online self-service.
Download the study to learn important consumer perceptions of service while making online or phone purchases and why contact center agents are a critical lynchpin in the customer journey.
The 2015 inContact Consumer Research Study revealed important consumer trends including: