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[Infographic]WhatCustomersWantfromSupportContactCenters|Talkdesk

WhatCutomerWantfromupportContactCenter
Tueda,Augut25th,2015Infographic(http://www.talkdek.com/reource/infographic),Reource
(http://www.talkdek.com/reource/)

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Undertandingourcutomerexpectationforerviceithe rttepinprovidinganamazingcutomerexperience.Itieential

thatcutomerupportcontactcenterdevelopacompreheniveundertandingofwhatcutomerexpectfromthem,whetherornot
theirneedareeingmetandhowthecanimprovetheirervicetomeettheirexpectation.Doingocouldmeanthedi erence
etweenthrivingandding.
(tartourfreetrialofTalkdekcloud-aedcallcenteroftwaretogiveourcutomertheupportchannelthedemandthemot:
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l.com/wp-content/upload/2015/08/what-cutomer-want-from-upport-contact-center.png)

Docutomerupportcontactcenteralwaprovideexcellentervice?
Themajoritofcutomerurveedarediati edwiththeervicethereceivefromcontactcenter.Thimightnoteurpriing,
utthenumerofcutomerwhoarediati edwiththeervicethereceivei:54%.Thinumeritaggeringandalougget
thatcontactcentermutimmediatelchangetheervicetheprovidetheircutomer,ortherikloingthem.

Whatdocutomerwantfromupportcontactcenter?
Inordertomeetcutomerexpectation,itiimportanttoknowwhattheirexpectationare.Cutomerreportedthatwhenthecalla
upportcontactcenter,theirprioritiearetotalkwithakilledagentandtohavetheirprolemolvedquickl.Thiinformationcan
ehelpfulformanagertoaetheirowncutomerervicepractice,KPIandpolictandardandmakechangeaccordingl.

Whatcommunicationchanneldocutomerprefertoue,andwhatdo
theuenow?
Reultfromthiurveindicatethatthephoneitillthemotuedandthepreferredmethodtointeractwithcutomerervice
repreentative.Thu,cutomerervicecontactcenterhoulddedicatethemajoritoftheirreourcetotheircallcenter,utalo
accommodateotherchannelofcommunicationforupport.

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Ifphoneupportinotavailale,whatformofcommunicationdo
cutomerprefertoue?
Reultfromthiurveindicatethatifphoneupportinotavailale,emailithemotpreferredmethodofcommunication.Thu,
cutomerupportcontactcenterhouldenurethattheiragentincorporateemailintotheircommunicationmethod.Itcane
extremele ectiveininteractingwithcutomer.

Whattechnologwouldcutomerlikeforcontactcentertohave?
Whenakedaoutwhattpeoftechnologthewouldlikeforcontactcentertohave:
75%ofcutomertatedthewouldliketheoptiontoecalledack,ratherthanwaitinaqueue.
48%ofcutomertatedthewouldliketodownloadvideo letohelpolvetheircutomerupportiue.
36%ofcutomertatedthewouldliketouereal-timevideochatwithacontactcenteragent.
24%ofcutomertatedthewouldliketointeractwithapeechrecognitiontem.

Thu,inordertoettermeettheirneed,contactcenterhouldallowtheircutomertheoptionto:
ecalledack,ratherthanwaitinaqueue
Downloadvideo letohelpwithupportiue
ngageinvideochatwithanagent
ehelpedapeechrecognitiontem

Themajoritofcutomerarediati edwiththeervicethereceivefromupportcontactcenter.Inordertomeetcutomer
expectation,companiehouldhaveanaccurateundertandingoftheirneed.
Reultfromthiurveindicatethatcutomerwouldlike(inorder):
1.Theirprolemolvedquickl
2.Tohaveperonalinteractionwithanagent
3.Topeakwithakillfulagent
Currentl,phoneithemotuedandpreferredmethodofcommunicationwithcontactcenteragent,followedemail.Inthe
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Thiinfographichedlightoncutomerexpectationforcontactcenterervice.Itcaneuedtoinformcutomerupport
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