New research shows that, in order to maintain brand loyalty, companies need to respond quickly to customer service enquiries.
The research was carried out in September 2016 by Censuswide on behalf of Interactive Intelligence. It was conducted amongst a representative sample of 1,000 British adults aged 18 and above.
The research was carried out in September 2016 by Censuswide on behalf of Interactive Intelligence. It was conducted amongst a representative sample of 1,000 British adults aged 18 and above.
The research showed that
over three-quarters of UK consumers (79 per cent) will use a different retailer
if they don’t receive a speedy response from customer service interactions. Also,
over half of the respondents (54 per cent) said they would share negative
feedback online if they are not satisfied.
In the survey, 90 per
cent of respondents said that a reply to an enquiry within an acceptable time
frame will impact on their satisfaction with retailers. A massive 87 per cent said
that the availability of preferred communications channels, such as social
media, also impacts on their satisfaction and brand loyalty with the particular
retailer.
In addition, the
research showed that almost half (47 per cent) of UK consumers expect an
immediate response to web chat and text enquiries. Over three quarters (77 per cent)
of respondents said they expect a response in less than 30 minutes to enquiries on social media. And only two per cent thought that a reply to an email should take longer than 48 hours.
Dave Paulding, Regional
Director for Interactive Intelligence commented: “The research demonstrates how
important it is to ensure retailers offer the right channels for customer
engagement. Having the data to know, understand and compare customer details is
imperative to success. Every brand has data, but not every brand uses it
effectively."
"Retailers can benefit
from technology such as cloud-based solutions that can far more effectively
handle big data analysis across all interaction types. This will ensure
timeliness and consistency across every channel which will give customers the
best experience possible.”
For more details visit: www.inin.com/uk