Last month Mitel commissioned this research which gives an interesting consumer perspective on how they like to contact brands and gain customer service today.
The survey delved into channel preference, consumer frustrations, motivations and important factors when contacting a company.
It was interesting that '70% would switch companies due to poor experience over customer service' and 'the contact centre has a major influence on this'. Though as expected, the highest frustration was paying for premium rates. How many times have we as consumers put the phone down?
Their infographic below highlights these key findings and Mitel's report can be downloaded for further survey findings.
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