Consumers want smarter customer service: Avaya survey
By Digital News Asia March 11, 2013
- More than 60% of customers demand multichannel communications
- 41% are likely to move or have already moved their business as a result of poor customer service
OVER six in 10 consumers are willing to pay more to companies that deliver excellent service, and of those, more than 40% are willing to pay at least 20% more, according to Avaya’s Asia Pacific Customer Experience Index (formerly known as the Contact Center Consumer Index).
When customers are satisfied with the service they receive, they are more likely to remain loyal and generate additional revenues, Avaya said in a statement.
The need for multichannel and data analytic capabilities is becoming more pronounced, Avaya said, citing the Index also which revealed that more than 60% of customers demand multichannel communications, and 41% are likely to move or have already moved their business as a result of poor customer service.
“Companies today are struggling to keep pace with the changing customer preferences,” said Chong Win-Lee (pic), Asean managing director at Avaya. ““Customers want convenience, which means being served anytime, anywhere and on any device.”
Avaya has unveiled new analytics and customer interaction solutions that it said would help harness the power of big data and the growing number of ways that customers want access to companies.
New Avaya Customer Experience Management solutions bring new tools for mining and analyzing data, applications for expanding and synchronizing multichannel customer interactions and deployment options for virtualized environments, the company said in a statement.
The new solutions help companies improve and streamline the customer experience through any access point at any moment in the customer lifecycle, while increasing efficiency and adaptability in business operations, Avaya said.
Citing the 2013 BT-Avaya Autonomous Customer Survey, the company also said that:
- 33% of organizations implementing Big Data are doing so for customer facing initiatives --a number expected to grow.
- 78% of consumers say they will only buy from businesses that make it easy for them, and one third of consumers believe convenience is more important than choice.
- 82% of customers say they use multiple channels to meet their needs, but only 17 % felt changing channels was an easy, seamless experience.
- Use of webchat is growing and is now up to 26% -- a 36% increase over the previous year.
- 22% of companies have multimodal contact centers currently with another 44% evaluating and planning implementations.
Avaya said its Customer Experience Management analytics and multichannel solutions empower organizations to proactively address the multifaceted requirements and expectations of customers today.
Many current technologies limit the ability to create an accurate picture – or contextual awareness – of the customer’s experience, their needs and behaviors, the company claimed. The growing number of customer interaction channels generates new challenges to delivering service across channels, yet also provide organizations with more opportunity than ever to extract valuable insights through smart analytics.
Avaya Customer Experience Management solutions enable enterprises to offer more personalized, seamless interactions that are built on a greater understanding of a customer’s situation, preferences and value.
“Avaya’s customer experience management analytics tools coupled with our multichannel interaction solutions replaces guesswork with certainty to support strategic decisions that enable a more personal, streamlined experience that is integrated across channels throughout the customer’s journey,” claimed Chong.
The solutions and their features include:
- Avaya Aura Call Center Elite Multichannel layers multichannel capabilities -- including web chat, social media, SMS, IM, and email- onto Avaya’s call center software.
- Avaya Automated Chat integrates with live chat support to deliver more responsive, personalized online service.
- Avaya Speech Analytics integrates the actual voice of the customer into performance management practices. Avaya Speech Analytics mines voice-based customer interactions to deliver business intelligence that might otherwise be missed in text-based or manual analyses for insights that can drive process improvements, support regulatory compliance and identify new sources of revenue.
- Avaya Contact Flow Analytics enables organizations to identify and remedy call flow issues through a number of visualization tools, including flow graphs, dashboards and tabular reports; it is currently available through Avaya Professional Services.