Additionally, 52% of people said they’d prefer to resolve their issues without speaking to a live person on the phone, and 51% want multiple contact options to make the process easier.
“Customers expect a different experience from businesses—one that is personalized from the very first interaction, from the point of sale all the way to when they reach out for assistance,” added Turek. “Businesses need to take advantage of the technology available to provide these end-to-end experiences.
“Those that don’t adopt new channels and make the most of the customer information they already have will miss out on loyalty and future opportunities,” she noted. On the other hand, companies that do will definitely see the rewards. After all, 80% of people are more likely to stick with a company if they’ve had a positive interaction with its support team.
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