Self-help effectiveness improves and consumers continue a strong move toward text-based customer care solutions.
PHOENIX, Oct. 10, 2024 /PRNewswire-PRWeb/ -- Global customer experience (CX) industry leader Execs In The Know just released the , an annual report dedicated to the experiences and opinions of consumers.
New results suggest consumers continue to migrate toward Text-Based solutions and away from Voice-Based solutions when interacting with customer care organizations, with 39% of consumers indicating Text-Based solutions as their most frequently used method of interaction over the past year, compared to only 31% for Voice-Based solutions. Furthermore, Self-Help solutions provided the highest resolution rate (70%) in the past three years of data, yet half of consumers (50%) continue to abandon such solutions "Often" or "Always" because such solutions can be difficult or ineffective.
In addition to the above, this 79-page report introduces new results alongside extended datasets critical to the CX industry. As a part of the research, consumers were surveyed in several critical areas including Multichannel Journeys, Self-Help and AI-Powered Solutions, and Channel Preferences. The report also contains a new section devoted to consumer opinions on CX agents, featuring 10 entirely new results.
"Consumers value great customer care experiences as a part of their overall experience with brands," said Susan McDaniel, Co-Founder and COO of Execs In The Know. "But more than that, positive experiences lead to higher levels of loyalty, with 88% of consumers indicating that it is 'Very Likely' or 'Somewhat Likely' that a positive customer care experience will lead to increased loyalty."
A few highlights from this latest research include:
- Fifty-three percent of consumers think it's "Very Important" for customer care and CX to have influence within a company. Furthermore, 39% of consumers think that influence should be "Extreme."
- Consumers continue to use Text-Based solutions (39%) more frequently than Voice-Based solutions (31%). For the third year in a row, use of Text-Based solutions continue to grow, while use of Voice-Based solutions continues to slide.
- Seventy percent of consumers were able to complete their transaction using self-help, the highest in the past three years of data, yet 50% of consumers say they "Always" or "Often" abandon support because the solution was too difficult or ineffective.
The 2024 CX Leaders Trends & Insights Consumer Edition research was produced in partnership with , a U.S.-based business process outsourcing provider and global leader in customer care.
A digital copy of the new is now available for download and the entire series, including past Consumer and Corporate research, is available on the Execs In The Know .
Media Contact
Laurie Tomko, Execs In The Know, 1 8043631432, [email protected], execsintheknow.com
SOURCE Execs In The Know
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