Oracle and Ascend2 surveyed 5,053 people to find out which factors contribute most to great and terrible experiences when customers contact businesses. Respondents said helpful service agents, the ability to easily find information, and proactive service are the main contributors to a positive experience. Whereas having to repeat themselves to multiple agents, having to contact customer service multiple times, and being unable to reach a live agent create a negative experience.
When trying to contact a business for customer service, respondents said the speed of getting connected to an agent and having to expend limited effort to achieve a resolution matter most. Webchat with a live agent has seen the greatest increase in usage over the past two years according to the survey.
The report was based on data from a survey of 5,053 people around the world between the ages of 18 and 80 with an annual household income of $40,000 or more.
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