Seven Out of Ten Wireless Carrier Customers are Frustrated that Their Carrier Does Not Know Their Customer History

July 24, 2014

[24]7.ai Customer Experience Survey shows that wireless carriers need to know customer context when providing service

CAMPBELL, Calif. — July 24, 2014 — According to a survey* released by [24]7.ai, the intuitive customer experience company, consumers are unsatisfied with customer experiences with their wireless carriers because of the lack of context for the customer’s situation. Seven out of 10 were frustrated that the wireless carrier had forgotten their prior conversations and history. Seven out of 10 said that the service was impersonal and did not understand who they were and the issues they faced.

Today’s connected consumers interact with friends and companies using the web, mobile, chat, social and phone channels. Whether consumers are scheduling dinner with friends or contacting their wireless carrier about their bills, consumers are using different channels. Eight out of 10 consumers said that they use three or more channels to connect with their wireless carrier.

Key Survey Findings:

7 out of 10 respondents stated each time they contact their wireless carrier, their prior conversations and customer history were forgotten

7 out of 10 stated that customer service is impersonal and did not understand them or their issue

7 out of 10 respondents stated that it takes too much effort to resolve their issues

The survey also found that customers use a variety of channels to contact their wireless carriers.

91 percent of respondents use at least two channels

77 percent of customers use at least three channels

“Today’s consumers live in an omnichannel world and expect companies to use data to know their situation, anticipate what they need, and resolve their issues effortlessly to give them an amazing experience,”said P.V. Kannan, co-founder and CEO of [24]7.ai. “Since consumers use multiple channels to complete a task, companies must maintain context across channels as if the consumer were interacting in a single digital channel.”

To embrace the consumer’s omnichannel world, [24]7.ai helps companies combine web, chat, social and phone interactions into one consistent brand experience across all channels. Big data is made actionable by applying predictive analytics and real-time decisioning to engage customers when, where and how they want while keeping context across their journeys.

Learn more about [24]7.ai

For the full survey results and charts, please visit: http://info.247-inc.com/WirelessCS-Survey-Results-LP.html

For the video that captures consumer sentiment about current customer service interactions with wireless carriers, please visit: http://www.youtube.com/watch?v=NBN3NjwJLKI

Read the [24]7.ai blog on the latest customer experience trends: http://www.247-inc.com/company/resources/blog

About [24]7.ai

[24]7.ai makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world’s leading companies. [24]7.ai’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7.ai serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7.ai is noted by Forbes as one of America’s Most Promising Companies. [24]7.ai is based in Campbell, California. For more information, visit: www.247-inc.com

[24]7.ai is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.

*Data for this survey were collected by Harris Interactive Service Bureau (“HISB”) on behalf of [24]7.ai. HISB was responsible for the data collected and [24]7.ai was responsible for data analysis.

Media Contact:
Laura Franzese
Trainer Communications
(415) 800-5368
24-7@trainercomm.com