Article | July 11, 2018

Agents Or Automation: Here's What Your Customers Told Us

Source: Radial
Agents Or Automation: Here’s What Your Customers Told Us

Customer service has become a key component of the overall customer journey, and more critically, customer lifetime value. Therefore, retailers need to invest in service options to provide choice and convenience to customers.

Radial and CFI Group recently surveyed 500 online shoppers to better understand their experiences throughout the customer service journey. View our infographic and download the full report to find out what we learned.

  • 80 percent of consumers say they prefer self-service first for resolving service issues.
  • While most consumers prefer self-service first, only 30 percent say the information they found was very helpful, leaving a lot of room for improvement.
  • Live agents that are integrated with the company are paramount to driving customer satisfaction. 

Get these key insights, and more, to discover shoppers’ customer service expectations and how to deliver the right mix of automation, AI and live agent interaction to drive CSAT and revenue for your business.