A third of consumers harness online channels following poor customer service
The most successful businesses make customer satisfaction their top priority, but for any company that fails to do so, the consequences can be catastrophic. Research from NewVoiceMedia, a leading provider of cloud contact centre technology, reveals that nearly a third of us (31 percent) post online following inadequate customer service, spreading the complaint across our networks and beyond.
Thanks to social media, internet forums and review channels, the modern consumer has a convenient public platform at their fingertips and will spread negative sentiment about a business without thinking twice. The survey of 2,034 UK adults shows that women are nearly twice as likely than men to take out their frustration online, and of the 16-24 age group, this was the case for over 40 percent – clearly demonstrating the generational importance of a channel that’s likely to explode in relevance as Gen Y consumers’ spending power increases.
Seven percent of respondents even consider posting on Facebook to be the most effective way to resolve a problem. One respondent explained, “The scale of people seeing the complaint usually makes the company take notice to limit any knock-on effect to other customers who may also perceive the issue as unacceptable”. Another participant more bluntly stated, “bad publicity hurts”.
Jonathan Galeat NewVoiceMedia, who commissioned the research, comments, “Not long ago, customers would tell friends and family if they experienced poor customer service. While this is damaging to a brand, it’s not nearly as powerful and immediate as customers who take their complaints online. Within hours, a business cansuffer irreversible damage to its reputation, resulting in lost revenue and growth opportunities”.
He adds, “Customers want personal and engaging experiences every time, through every channel. Customer experience is a key differentiator and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful”.
About NewVoiceMedia
ContactWorld from NewVoiceMedia is an enterprise class contact centre, delivered via a true multi-tenant cloud architecture. Our customers benefit from fast, flexible and cost effective access to contact centre capabilities that would normally be very complicated, expensive and slow to acquire, integrate and use.
ContactWorld offers customers an incredibly rich suite of integrated call centre technologies. We leverage the cloud to provide complex data driven routing of calls so they are delivered to the correct agents. We provide them with the technology and information to resolve more enquiries first time, resulting in a more rewarding interaction between agents and customers.
The ContactWorld platform provides a market leading 99.999% service availability SLA, and processes hundreds of millions of calls, for thousands of agents working across the globe. We have customers in 30 countries on 5 continents, including DPD, Topcon, H.R. Owen, QlikTech, Royal Mail, Lumesse and SHL Group. For further information, please visit www.newvoicemedia.com
Nicola Brookes | Communications Manager | NewVoiceMedia
Mobile: 07500 006 458
Email: [email protected] | www.newvoicemedia.com
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