2. Customer Expectations Are High

Customers have multiple experiences with an

organization but rate the integration poorly

Getting to the Heart of an Excellent Customer Experience Will consumers in APAC pay more for excellent customer service?

1. Why Customer Experience Matters

Consumers respond to excellent and poorcustomer service

Customer experience impactscustomer retention but has agreater impact on long term

business value

Only 4% will do nothing

Will advise friends and family to avoid the company

83%

83% Will actively avoid the company buying more products or services

Impact of Poor Service

Prepared to pay at least 10% more for excellent customer service

70%

01/03

Seamless service delivery is an expectation but is currently being under-delivered

Interactions with one company in 3 months

16.38Customer rating for company delivering consistent service across different channels

63/100

How

do

you

rate

the

im

port

ance

of

the

follo

win

gin

del

iver

ing

a go

od

cust

omer

exp

erie

nce? 50% Company knowing history

across different channels

55%Company combining info collected from different interactions to provide seamless service

57% Not repeating your query each time

4. Future Channel Usage

Web self-service will be used more and most often

First and foremost consumers want to

be able to resolvequeries themselves

3. Multi-Channel is the New Reality

Consumers use an average of 3 different channels to interact with an organization in 3 months

Consumers are more thanhappy to use different

channels to contact thesame organization

Of all interactionsare resolved by phonechannels (excl. IVR)

37%

In Person57%

Phone (excl. IVR)71%

Web Self-Service43%

Top 3 ChannelsUsed in 2013

21

3

In Person interactionsreceive the highest level of satisfaction

68/100

Which channels do consumers expect to use more in 2014?

Web self-service

41% 35%Email

32%MobileApps

25%Facebook 25%

Likelihood to use Video if offered?

02/03

Posted their query directly onto the company’s Facebook page

68% Why Contact the organization via Social Media?

60%To get a quickerresponse

48%Get a more positiveresponse

87%Had already tried toresolve their query with the company directly

5. The Rise of Social Service

Social Media is seen as a way to expedite a response to an existing query

Social Media is being usedwhen the consumers are

unable to resolve the query directly with the company

6. Organizations Need to Respond By...

Delivering an integrated and seamless experience across multiple channels

1 Looking at their multi-channel strategy at the enterprise level and not in silos

2

Giving control back to consumers through an effective digital and mobile strategy

33 Getting consumers to

help design their ideal experience

44

Source: Fifth Quadrant Research: Avaya Asia Pacific Customer Experience

Management Index 2013

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Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact center and networking related services to companies of all sizes around the world. For more information on contact center, please visit www3.avaya.com/apac/cem/guide-webinar/cem-index.asp

03/03