DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/gf7vcf/customer_contact_e) has announced the addition of Frost & Sullivan's new report "Customer Contact Experience Benchmarks - PC Manufacturers Industry" to their offering.
Assessing the Customer Contact Experience in the United States
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1760.
Within the industry, the most popular contact channels are phone/live agent and e-mail. Web site self-service and Web site chat with live agents have been used by fewer customers, while IVR is the least popular.
Phone-live agent is the most used contact channel in the PC manufacturers industry; however, Web self-service usage has been on the rise, just as it has in other industries.
Web chat usage, while low in general, is still relatively high in the PC industry. Surprisingly, e-mail usage rates are fairly high for customer contact in this industry.
Customer satisfaction is highest in Web self-services, and this is followed by e-mail and phone-live agent. IVR has the lowest customer satisfaction among all channels in the industry. In general, the experience of getting through to a customer service representative is rated quite favorably. Most ( percent) customers who contacted a PC manufacturer agent by phone spoke with only one agent.
Ratings of customer contact experiences are fairly high in the PC industry, as are the overall satisfaction and customer loyalty scores. Interactions generally meet or slightly exceed customers' expectations. For all of these metrics, Web self-service had the highest scores, IVR had the lowest scores, and phone-live agent scores came in somewhere inbetween.
Key Topics Covered:
- Research Objectives, Methods, and Demographics
- Multi-Channel Customer Contact Experience Executive Summary and Implications
- Customer Contact Experience Overview
- Aggregate Summary
- Live Agent Phone Interactions
- Interactive Voice Response (IVR) Interactions First Call Task Completion Rate (TCR) - Overall and by Brand
- E-mail Interactions
- Web Chat Interactions
- Web Self-Service Interactions
- Brand Profiles: Top Three Brands
- Channels - Sony
Companies Mentioned:
Companies benchmarked in this study include but are not limited to
- Acer
- Apple
- Asus
- Dell
- Gateway
- HP
- Lenovo
- Panasonic
- Toshiba
- Samsung
- Sony
For more information, including full table of contents, please visit http://www.researchandmarkets.com/research/gf7vcf/customer_contact_e
Source: Frost & Sullivan