3,500 people across the US, UK and Australia, were recently surveyed by contact centre [24]7 to reveal their preferences when engaging in specific customer services online. Respondents were asked 14 questions about their online purchasing habits and attitudes.

Nicholas Mitchell (Managing Director, EMEA) highlighted some of the key data points revealed in the survey:

  • Customers want to engage through the contact channels that they prefer to use with more intelligent (predictive) interactions across self-and assisted-service
  • Mobile chat is how the younger generation prefer to engage with businesses; they are particularly sensitive to quick responses and instant gratification.
  • A majority of customers will take their business to a competitor within a week if there is no price disadvantage

Read the full article on the survey at the link below.