Here’s a startling stat: “78% of consumers feel that the customer service departments of today’s companies are generally not meeting their needs and expectations.”
The information comes from social CRM software maker Digital Roots and customer experience advocates Execs In the Know, which published this week a preview of the “Getting to Know the Connected Consumer” report. The report surveyed nearly 20,000 individuals to gain insights into the mind of today’s consumer.
Channels of customer care for the report are grouped into the following buckets: Traditional (phone, email, in-person), Interactive (online/video chat, self-help), Mobile (apps, text/SMS, mobile chat), and Social Media (Twitter, Facebook, forums).
- Experiences: The least utilized channel of care within the past 12 months was mobile, with 10.6% of respondents having used mobile customer care in the past 12 months.
- Perceptions: Consumers were asked: “In your opinion, which …