Leading cloud contact centre vendor NewVoiceMedia has created an interactive graphic which allows users to compare and contrast the customer service of contact centres across the globe.
The company, whose clients include PhotoBox, Wowcher and Topcon, created the tool to highlight the importance of excellent customer communication. Today’s customer is changing the world of service. They’re using more channels, will switch businesses following an inadequate experience, and a third (31 percent) will take their revenge online; but businesses can boost their business by getting it right, with 71 percent claiming they would recommend a company following a positive experience.
Jonathan Gale, CEO of NewVoiceMedia explains, “We conducted research last year which found that businesses lose £12 billion a year as customers switch to a competitor following poor experiences. Customers want personalised and engaging experiences every time, through every channel. Customer experience is a key differentiator and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful”.
The interactive graphic of global customer service statistics reveals insights such as the UK’s average response time to a call – one of the fastest in the world. NewVoiceMedia has also developed a related jargon buster guide for those less familiar with cloud computing and contact centre terminology.