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In-House or Out, Customers Want fast Action

April 21, 2014

When it comes to customer service and call centers, there is a shift that is happening among those who make contact. According to Marketingmag.com, one recent study showed that in Australia in particular, customers expect their customer service contacts to be really, really quick. In particular, Aussies expect online customer service contacts to be completed in less than two minutes. LivePerson (News - Alert) is returning these findings in a new study which shows that Australian online shoppers want to be able to get help from customer service representatives within 78 seconds or they turn to other channels such as phone calls.


This study comes in the wake of another study that shows more and more people are looking to only talk to customer service and contact center representatives using online means such as webchat. These trends mean quite a few changes for a call center market that is trying to adjust to the changing times. The market in Australia for sure is made up of people who are quite impatient.

The study went on to show that if they do have to wait online any longer than those 78 seconds, a whopping 82 percent will try a different method to get their customer service needs met through email. Some 60 percent who participated in the study will turn to the phone instead.

More importantly, it appears there are some critical moments of the online shopping experience that can mean the difference between a happy customer and one who is quite annoyed. Aussie shoppers want to be able to talk to a customer service rep right away when they have a question, the moment they purchase a product and after they’ve received their purchase and have a problem.

Most importantly, the study shows that people want a human touch. People who are able to get one-on-one assistance are more likely to be loyal to a brand. These kinds of online contacts are becoming popular enough these days that contact centers that don’t offer good online service are finding it hard to survive in today’s contact center business world.


Edited by Rory J. Thompson



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