A new report by CFI Group and Radial shows that customers expect online tools that are easy and useful, live agents who are efficient and effective, and loyalty programs that enable agents to deliver personalized and customized service.
ANN ARBOR, Mich., August 2, 2018 – Retail customer expectations for customer service are growing more demanding. To meet these increased expectations, retailers must provide agents with advanced tools and systems needed to deliver an excellent customer service experience.
CFI Group and Radial surveyed 500 retail shoppers to better understand their expectations when engaging customer service. Below are some of the findings in the report.
Before contacting customer service, many retail shoppers are willing to try self-serve tools online.
When customers do reach out to customer service, they have high expectations that a live agent will resolve the issue.
Offering a loyalty program is clearly one way to deliver such customized offerings and effective customer service that customers expect.
To read more about the Retail Report visit: cfigroup.com/resource-item/retail-report-august-2018.