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】