Customers Are Frustrated That Their Mobile Network Does Not Know Their Customer History
Published on: 25th Jul 2014
American consumers are unsatisfied with customer experiences with their mobile network operators because of the lack of context for the customer's situation. Seven out of 10 were frustrated that the wireless carrier had forgotten their prior conversations and history. Seven out of 10 said that the service was impersonal and did not understand who they were and the issues they faced.
Today's connected consumers interact with friends and companies using the web, mobile, chat, social and phone channels. Whether consumers are scheduling dinner with friends or contacting their wireless carrier about their bills, consumers are using different channels. Eight out of 10 consumers said that they use three or more channels to connect with their wireless carrier.
Key Survey Findings:
- 7 out of 10 respondents stated each time they contact their wireless carrier, their prior conversations and customer history were forgotten
- 7 out of 10 stated that customer service is impersonal and did not understand them or their issue
- 7 out of 10 respondents stated that it takes too much effort to resolve their issues
The survey also found that customers use a variety of channels to contact their wireless carriers.
- 91 percent of respondents use at least two channels
- 77 percent of customers use at least three channels
"Today's consumers live in an omnichannel world and expect companies to use data to know their situation, anticipate what they need, and resolve their issues effortlessly to give them an amazing experience,"said P.V. Kannan, co-founder and CEO of 7. "Since consumers use multiple channels to complete a task, companies must maintain context across channels as if the consumer were interacting in a single digital channel."