3C Contact Services (3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, weighs in on a recent study showing that customers prefer offline personal interactions with brands.
“Despite the rise of customer contact channels, including web and digital touchpoints, customers still prefer personal, offline interactions,” says Rick Johnson, acting president of 3C Contact Services. “Brands that fail to provide an effective and efficient customer service experience risk losing clients and damaging their reputation.”
According to a recent study, offline phone contact is viewed as being more preferential than digital avenues such as e-mail, social media, and mobile apps. By a ratio of four-to-one, customers are more likely to buy a product or service and remain loyal to a brand if they are satisfied with the handling of their initial contact with a customer service call center. On top of that, customer satisfaction scores drop by more than 50% in multiple contact scenarios. (Source: “In New Customer Service Study, Brands May Be Wooed by Digital Touchpoints – But Consumers Still Come Home to Tried-and-True Methods of Offline Personal Interactions,” PRWeb, March 21, 2014; www.prweb.com/releases/2014/03/prweb11680141.htm.)
“While customers have any number of ways to connect with a brand, the vast majority still prefer to use the phone. Unfortunately, it takes more than a good customer service experience to succeed,” Johnson adds. “With a brand’s reputation on the line, companies need to make sure the outsourced contact center provides a great customer service experience, because the difference between a good and great experience could be the difference between a brand’s success and failure.”
Johnson explains that brands need to find a customer contact center that goes above and beyond the call of duty for their clients. While individual industries vary, the overall average that contact service centers strive for when it comes to customer satisfaction and quality assurance is between 90% and 95%.
“Quality assurance and customer satisfaction are both measurable and results-oriented. It’s impossible for brands to build a successful business if their customers are not satisfied,” Johnson concludes. “By being proactive rather than reactive, the award-winning experts at 3C Contact Services exceeded industry standards with a 96% success rate. During the first two months of 2014, the company’s quality assurance average increased to 96.95%.”
3C Contact Services provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services’ customizable solutions allow companies to raise profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services has a dedicated and well-trained team of customer support specialists providing excellent service that is delivered consistently in a timely and cost-effective manner. To learn more about 3C Contact Services, visit the company’s web site at www.3CContactServices.com or contact 3C Contact Services at 1-888-353-2335 or via e-mail at rjohnson@3ccontactservices.com.
