New Survey Reveals 64 Percent of Consumers Have Jumped to a Competitor Following a Poor Customer Experience
June 15 2022 - 8:30AM
Business Wire
Verint State of Digital Customer Experience Research
Underscores the Need for Speed and Ease in Digital-First Customer
Service
Engage 2022 — Consumers want in-the-moment responses and
effortless resolution when engaging with brands and deem these
essential elements of a good customer experience, according to new
research based on a survey of more than 2,000 US consumers aged 18
to 75.
Moreover, the success or failure of these digital experiences
can determine whether that customer stays or defects to another
brand. Seventy-eight percent of consumers say they are more likely
to be a repeat customer if they had an amazing customer experience
on a digital channel, while 64 percent have jumped to a competitor
following a poor customer experience.
More than two-thirds of consumers (69%) ranked brands responding
quickly as the most important, or second-most important aspect of a
good customer experience, with 55 percent of consumers agreeing
that “effortless” customer experiences are also vital.
These findings and more are contained in a new special
report, The 2022 State of Digital Customer Experience from
Verint® (NASDAQ: VRNT), the Customer Engagement Company™, which
highlights new heightened consumer preferences and expectations for
digital-first brand engagement following two years of pandemic
lockdowns.
The research also shows consumers’ preference for using social
and private messaging channels to interact with brands. Consumers
under 45 are more than twice as likely as older consumers to have
engaged with a brand through public social media channels, and 56
percent of those under 45 prefer digital channels. Likewise,
contacting a company via private messaging channels is most common
among those under the age of 45, with 50 percent of consumers in
that demographic having used private messaging apps such as SMS
texting, Facebook Messenger or WhatsApp to engage with a brand.
The research also contains insights from companies on their
plans and key priorities for digital-first engagement in 2022.
Thirty-seven percent said messaging channels will have a
significant technological impact on their customer experience
strategy this year. Notably, Facebook Messenger is the digital
messaging channel anticipated to see the greatest customer
conversation growth.
Customer Patience Wearing Thin
The survey reveals several sticking points and struggles with
customer service efforts. Consumers typically make multiple
attempts to get their questions answered and find having to wait on
hold much more frustrating when a company does not understand their
interests and “mass-markets” to them. A third of consumers surveyed
ranked needing to make multiple attempts to get a simple question
answered as the most frustrating aspect of a poor customer
experience. The most damaging characteristic to brand loyalty is
the amount of effort needed to get a resolution (34%), followed by
long hold times (25%) and bad bot experiences (22%).
“Customer patience is wearing thin,” says Verint’s Heather
Richards, vice president, GTM strategy, digital-first engagement.
“Although at one-time, hearing ‘We’re experiencing a high volume of
calls,’ invoked a feeling of sympathy, that feeling has quickly
been replaced by frustration. Brands have had more than two years
to rectify issues relating to high volumes of inbound calls,
messages, and queries. Customers now expect swift, effortless
engagement on their channel of choice.”
Richards continues, “Verint is proud to be leading with
innovation that assists brands in delivering the experiences
customers expect, in their channel of choice. Self-service is
delivered through conversational AI and contextual knowledge.
Assisted interactions can be optimized through in-channel
automation, and workforce orchestration provides the historical
context needed to seamlessly deal with cross-channel customer
journeys. Verint helps leading brands build lasting relationships
through frictionless digital-first customer service.”
Download Verint’s 2022 State of Digital Customer Experience
Report to learn more.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2022, and other filings
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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