New study reveals customer experience is getting worse
A new study from BoldChat by LogMeIn (Nasdaq:LOGM) and Ovum reveals that customer experience has worsened over the last two years despite investments in new engagement channels. The report, which surveyed hundreds of contact centre managers and consumers globally, found that the consumers surveyed believe it takes 6 different interactions to resolve an issue while the surveyed contact centre managers believe it takes only 1-2 touchpoints.
This disconnect can be largely due to the fact that 72% of consumers surveyed search for information online before contacting an agent but the majority of contact centre managers surveyed (52%) do not track digital behaviour. Read more