Customers Service Research
Wakefield Research Report – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy
In 2009 Jacada worked with Wakefield Research to conduct a survey of one thousand participants, with the goal of learning consumers' perceptions of live customer service vs. web self-service.
Read some excerpts from the research:
- Why are Customers Calling Your Call Center?
- Live vs. Online Customer Service
- Customers Prefer Live Customer Service to Web Self-Service
- For Serious or Urgent Issues the Call Center Rules
- Customers Less Tolerable of Poor Service Than They Were One Year Ago
- Live Customer Service More Effective at Keeping Customers Engaged
- Half of Survey Respondents Have Left Companies Due to Poor Customer Service
- What Have Your Customers Done While Waiting On Hold for Customer Service?
- Vast Majority Prefer to Work with Telephone Customer Service Representatives
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