Clipping of news on Brazilian Culture, Law and Citizenship
07/03/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Interactive Intelligence, a global provider of solutions and services to enhance the customer experience, today announced the results of the second Global Customer Service Survey (Research Global Customer Services).
Research on customer services was conducted between March 27 and April 24, 2014, and used as a basis an interview with 1462 consumers and 459 IT professionals. Respondents represent several countries, among them Brazil, Australia, Canada, Germany, South Africa, Sweden, United States and the United States. This survey was conducted in all these countries by Actionable Research, an independent company.
In all countries, the purpose of the poll was the same: to raise what are the expectations of contact centers and what are the preferences of consumers and IT professionals working in companies that provide these services.
According to the chief marketing officer for Interactive Intelligence, Joe Staples, this dual approach has produced interesting results. "While 61% of IT professionals emphasize the importance of interactive voice response, only 37% of consumers value the same service. This discovery is the first step to align expectations between those who receive the service (the consumer) and who provides the service (IT Professional). "
According to Pedro Silveira, marketing manager for Interactive Intelligence in Brazil, the biggest problem for IT managers seeking innovation is "not allowed to think like the customer and what are the important aspects to it." For the executive, many companies still try to communicate through the IVR (interactive voice response) as they would in a live call, with long, casts and dialogues that do not take into account the profile and customer history. "The positioning of the business must be to plan before acting, always, and imagine how that customer expects this functionality solves your problem," he says.
With regard to the implementation and benefits of all the technology and integration of various platforms customer service, Peter agrees: "Companies need to use technology to break down the walls that separate silos in your organization, otherwise any client request turns into a nightmare, a treasure hunt for the information. "
The 32-page report with the full survey results can be accessed through the website www.inin.com / resources.
Source: Modern Consumer
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This article was translated by an automatic translation system, and was therefore not reviewed by people.