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市場調查報告書
2009年的商業趨勢：客服中心互動相關的消費者喜好
2009 Business Trends: consumer preferences in contact center interactions
| 出版商 |
Ovum, Ltd. |
| 出版日期 |
2010年01月 |
商品編碼 |
115625 |
| 內容資訊 |
英文 Pages: 22 |
| 價格 |
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2009年的商業趨勢：客服中心互動相關的消費者喜好 是由出版商Ovum, Ltd.在2010年01月所出版的。
這份英文市場調查報告書包含Pages: 22 價格從美金1495起跳。
本報告，調查了客服中心互動相關的消費者喜好，並提出電話、電子郵件、簡訊服務、自助式電腦語音查詢系統、社群網絡等進行使用趨勢的彙整，且包括使用虛擬個人助理和虛擬化身等新技術的對應，由下列摘要形式闡述。
目錄
- 報告摘要
- 調查對象的人口動態
- 與消費者的觸點與管道
- 消費者的背叛與不滿
- 前瞻性通知、社群網路、虛擬化身
Abstract
Consumers still interact with enterprises through traditional means. The voice
channel and email remain the most common ways consumers interact with
enterprises. Journeying to a branch’s physical location is still common.
However, web self-service and short message service (SMS) are gaining
popularity.
Speaking with live agents is by far the most popular way
consumers choose to interact with the enterprise. When deciding how
enterprises should improve customer service, most respondents suggested more
or better trained agents in the contact center.
Self-service automation
still suffers from negative perceptions. Most consumers cited self-service
automation as the most aggravating channel through which to interact with an
enterprise. Moreover, very few respondents would opt for self-service
automation as a first choice when contacting an enterprise.
Although
enterprises are excited about it, consumers are mostly indifferent about
businesses reaching out via social networks.
Adoption of newer visual
technologies such as virtual personal assistants and avatars are more widely
accepted in those countries where visual technologies via mobile devices
thrive.
Table of Contents
• Executive summary 3
• Section 1: Sample demographics
5
• Section 2: Consumer touchpoints and channels 7
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Section 3: Consumer defection and aggravation 12
• Section 4:
Proactive notifications, social networks, and avatars 17
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