|
 |
Technology has changed the way we handle customer service and what customers expect out of customer service. A recent survey suggests that while technology like the Internet and automated telephone self-service systems have saved companies countless time and money, some generations don’t appreciate the new systems—and it’s affecting their relationships with companies.
Over the last five years, 57% of consumers aged 55-64 think customer service levels have declined. Compare that with just 23% of those under the age of 25, according to the Intervoice 2006 Customer Interaction Survey.
And all the while, technological advances such as the web and automated telephone self-service systems are giving organizations the tools they need to improve customer service. However, businesses must realize that these tools need to be tailored and adapted to the specific needs of a broad customer base and their different requirements.
Contrasting opinions and preferences are evident between varying age groups:
- 80% of 16 to 34 year olds said their preferred contact method was the internet, compared with just 60% of adults over the age of 55. A third of the adults aged 55 and over who don't like using the interact to interact with companies suggested that the internet offered poorer response times and slower problem resolution than other methods.
- The over 55 group also turned their nose up at ‘self-service’—nearly twice as many respondents in this category claimed to have no interest in even trying self-service and would rather contact a customer service representative than in the 16-24 year old group.
Find out how you can make technology work for your entire customer base, contact O’NEIL Data Systems. Phone 866–659–0824 or sales@oneildata.com.
|
|
|
|