Seventy Percent Of Customers Think Online Customer Service will dominate in Ten Years

70% Of Consumers Think Online Customer Service Will Lead By 2022

Synthetix published a survey, undertaken among 500 UK and US consumers to highlight their opinion about self-service as a channel of choice.

Seventy Percent Of Customers Think Online Customer Service will dominate in Ten YearsThe survey showed that web self-service is the primary channel for consumers who source out information for after-sales service. It also revealed that 90% of consumers always check a website before calling or emailing a company, while 89% are more satisfied when their questions are answered online quickly. The findings illustrate that consumers actively prefer to be able to self-serve online.

Synthetix also asked consumers to rate their service when using multiple channels to contact a company and find that consumers are craving consistency. According to survey, 91% of consumers require consistent information over multiple channels, 65% have received inconsistent information, and 74% were annoyed by a poor multi-channel experience. This demonstrates the importance for businesses to implement a well-maintained and centralized knowledge-base that can provide consistent information to customers.

The survey also found that 25% of consumers would use live chat to contact customer service representatives; 75% of the, want to use a smartphone for self-service; and over 50% expect companies to provide customer service via social media, making multi-channel service the right strategy.

Another major finding is the importance of customer service to customers. 9 out of 10 say that after-sales customer service is important. However, only 1 out of 10 is completely happy with the current customer service. 9 out of 10 would move to another company due to their current poor customer service.

On the other hand, one of the positive findings of this survey is that 9 out of 10 people feel loyal to a company that offers good customer service.

Key Stats

  • 500 US and UK consumers answered the survey about service
  • 90% of them always check a website before calling or emailing the company
  • 89% are more satisfied when  they get answers online immediately
  • 91% of them expect to receive consistent information from multiple customer contact channels
  • 65% received inconsistent information when contacting via multiple channels
  • 74% ranked poor multi-channel experience as annoying
  • 9 out 10 customers deem after-sales consumer service important
  • 1 out 10 is happy with the current customer service
  • 9 out of 10 would change companies due to poor customer service

Peter McKean, Synthetix Managing Director“One of the positive findings from this survey is that nine out of ten people feel loyal towards a company when customer service is done well. The vast majority of consumers prefer to self-serve answers to their questions online over calling or e-mailing, and all they ask is that you pay this area due attention and keep their multi-channel experience consistent.”


Covered by Visible Banking Team

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Written by Christophe Langlois

Based in London for almost a decade, Christophe is an entertaining fintech marketing keynote speaker and a trusted advisor to the global financial services industry on the topics of digital marketing, innovation and B2B social media.

Christophe has contributed to over 140 events in 18 countries.

Currently, Christophe is advising a number of fintech startups on marketing and growth hacking and he is the Chief Marketing Officer of The Fintech Power 50, an exclusive annual programme helping fintech scale-ups to accelerate their growth globally.

Christophe's views on are his own.

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