• Latest

Survey: U.S. IT Decision Makers Say Good Customer Service More Important Than Managing Costs

28 February, 2012
China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

19 December, 2020
Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

18 December, 2020
TEMSA: Bus exports to be delivered to the heart of the European Union

TEMSA: Bus exports to be delivered to the heart of the European Union

18 December, 2020
EU tries to reshape the rules of the Internet

EU tries to reshape the rules of the Internet

17 December, 2020
Matterport Brings 3D Capture to the iPhone

Matterport Brings 3D Capture to the iPhone

5 May, 2020
NASA Administrator Statement on Agency Coronavirus Status

NASA Administrator Statement on Agency Coronavirus Status

15 March, 2020
Technology Supports Social Distancing in age of Covid-19

Technology Supports Social Distancing in age of Covid-19

15 March, 2020
Second Staff Exchange Between EU CyberSecurity Organizations

Second Staff Exchange Between EU CyberSecurity Organizations

19 February, 2020
Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

16 February, 2020
Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

6 February, 2020
Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

31 January, 2020
Turkish Competition Authority’s Android Decision

Turkish Competition Authority’s Android Decision

18 December, 2019
  • About Us
  • Contact Us
  • Homepage
  • Latest News
  • News Widget
  • Privacy Policy
Saturday, April 1, 2023
Social icon element need JNews Essential plugin to be activated.
  • Login
  • Register
Globaltelconews
Advertisement
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
Globaltelconews
No Result
View All Result

Survey: U.S. IT Decision Makers Say Good Customer Service More Important Than Managing Costs

globaltelconews-admin by globaltelconews-admin
28 February, 2012
in English
0

PHOENIX February 28, 2012 Enghouse Interactive, developer of the comprehensive portfolio of interaction management solutions, announced the results of the first Enghouse Interactive Customer Interaction Index, which captures the state of customer interactions in U.S. business from the perspective of technology decision-makers. This survey was conducted among 227 senior IT professionals at U.S.-based companies with revenues of between $50 million and $1 billion per annum by Kelton Research, a leading national public opinion company.

Surprisingly, almost seven in ten (68%) of these IT decision-makers believe that delivering good customer service is more important to their company than managing costs. This indicates that most U.S. companies are trying to put good customer service at the heart of their business. Whats more, 65% of IT decision-makers say they feel personal pressure to help their company be recognized as providing good customer service.

Today, e-mail is an important form of customer interaction to a majority (84%) of U.S. businesses, with call center interactions crucial among 67% of businesses. However, theres a slower adoption rate with newer solutions: 65% of respondents say that mobile applications matter to them, but just 7% say that these systems make up most of the companys interactions.

Unexpectedly, 93% of IT decision-makers rate their customer interactions as good or excellent. As it is unlikely that customers would agree with this bullish assessment of businesses skill in handling customers, the survey results hint at a widespread disconnect between business and customer perception of the quality of customer service interactions.

The survey also examined how todays companies are approaching three distinct classifications of customer interactions: structured, unstructured and self-service. Structured interactions are transactional in nature; generally high volume, low value and handled by contact centers, while unstructured interactions require a more consultative approach to handle them professionally; they are lower in volume but higher in value. 63% of IT decision-makers think that they excel the most at handling structured interactions, while 22% believed they are best at handling self-service interactions. Interestingly, there was a straight 50/50 split between the companies who think about the different types of interactions together versus those that treat them separately when considering buying new solutions or allocating resources.

Some of the other key findings from the Enghouse Interactive Customer Interaction Index are:
Non-traditional media, including social media, makes up the majority of customer interactions in just 2% of businesses
57% of businesses try their best to cater to the communication preferences of different demographics
33% of IT decision-makers spend 60% or more of their time trying to make business processes more efficient
Only 7% of businesses say that they do not have any applications in the cloud

Currently, most U.S. businesses are pushing for better customer service, which is extremely positive, commented Enghouse Interactive CTO, Alex Black. But businesses are in transition. They need to incorporate new methods of customer interactions into their portfolio. We can see from the data that newer technologies like mobile apps and social media are being treated seriously even though they currently make up a minority of customer interactions. The major concern we have is that newer technologies could make customer interactions more siloed if they are not handled within the context of a broader plan which can incorporate structured, unstructured and self-service interactions.

Previous Post

New Telecom Business Models on Horizon, Urgent Need for Change, Reveals Openet, STL Partners Research

Next Post

element14 drives Raspberry Pi revolution to educate a new generation of programmers

Next Post

element14 drives Raspberry Pi revolution to educate a new generation of programmers

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Navigation

  • Authors
  • Author Login
  • Author Application
  • Advertisement
  • About Us
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
Social icon element need JNews Essential plugin to be activated.

© 2018 Globaltelconews.com

No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy

© 2018 Globaltelconews.com

Welcome Back!

Login to your account below

Forgotten Password? Sign Up

Create New Account!

Fill the forms below to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In