As technology continues to grow and evolve at an accelerated pace, leading organizations understand that they need to be flexible, efficient, integrated and compliant while maintaining a superior service or product to be competitive.

This evolution in technology also creates opportunities; for instance, the rise of Soſtware-as-a-Service (SaaS) and Mobile Platforms have lowered barriers to entry & ease of use for employees on the go.

Enterprises are increasingly relying on digital processes and that has meant that companies need to evolve their operating models accordingly to keep pace.

Markets evolve fast, having good insights are key, this is affecting consumer preferences:

Top 3 factors consumers base their choice of a new service provider on:

  • 60% Customer Service
  • 64% Price
  • 49% Products

The 6-top global customer service frustrations:

  • Having to contact a service provider several times for the same reason
  • Waiting on hold for a prolonged period
  • Dealing with unfriendly or impolite CSRs (Customer Service Representative)
  • Having a service provider deliver something different, from what they originally promised
  • Having to repeat the same information to multiple CSRs or across multiple channels
  • Dealing with employees or self-service sites that cannot answer their questions

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