Aspect Software’s 2018 Consumer Experience Index Reveals “New Rules” for Customer Service Worth Paying For: Happy Agents, Channel Choice, Hybrid AI-Agent Experiences
Summary
And while consumers said effectiveness is the single most important aspect of that ideal interaction, this year’s annual survey findings show that catering to engagement preferences and experience-created emotions can be the key to unlocking long-term loyalty and sustained business from customers.While consumer interest in self-service isn’t declining anytime soon, the personal, human touch still packs a considerable punch when it comes to inspiring customer satisfaction, and ultimately, loyalty.However, 38% of the respondents and 50% of Millennials view the option of performing self-service as a natural part of the brand experience and as a positive attribute of the organization.Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey.Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
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