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