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调查显示95%的消费者喜欢在网上解决问题
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数据简介
品牌正在多个渠道中争夺客户的关注，品牌营销人员正在寻求卓越的客户服务，以此作为在其他渠道之上的一种方式。但是，在消费者眼中，提供卓越的客户服务意味着可以访问交互历史。事实上，在接受调查的500名在线购物者中，有1/3的受访者（34%）表示，他们希望代表商拥有其在线购物或电话互动的历史记录。还有28%的受访者表示，他们希望代表商能够获得所有互动的历史记录，包括在实体店进行的购买的情况。
详情描述
调查显示95%的消费者喜欢在网上解决问题 Study Reveals Customer Care Perceptions And Expectations Radial and CFI Group surveyed 500 consumers to understand their experiences from digital properties to the customer service agents.The responses reveal consumers' beliefs about the efficacy of retailers' customer service and give retailers the insights they need to improve satisfaction,and sales. Retail customers who contact customer service have high expectations.In fact,71% expect the agent to have knowledge of their previous interactions with the brand,and 24% say they expect the agent to see all interaction activity regardless of whether it was online or at a physical store.Retailers who do not have the systems to enable agents to view this history can lose significant revenue.Almost one in four(23%)customers said they were less likely to make a purchase when the agent did not have access to their history. The results of our study underscores the need for retailers to invest in the tools,technology and training required to deliver an excellent experience.Dig deeper into each of these areas so you can improve customer care,increase loyalty and,ultimately, boost revenue. 【更多详情，请下载：调查显示95%的消费者喜欢在网上解决问题】
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