Consumers Want a Shorter Path to Service
by CRM Magazine

A recent study shows growing frustration with menu-driven customer service options. About 750 Internet users were asked to answer a series of questions about the quality and ease-of-use of the customer service options they use across five delivery mechanisms, including live telephone support, email, and Internet chat. Interactive voice response (IVR) telephone systems and online FAQ resources are often considered mutually beneficial to service providers and consumers, as they provide both service cost savings and instant answers at the touch of a few buttons or mouse clicks. Respondents indicated the lowest levels of satisfaction with IVRs and FAQs. ...read more.