30% of buyers say that it is okay for a brand to contact them to inform them of the launch of a product, if they subsequently receive any sample or additional information.7 out of 10 consumers consider that a brand’s customer service is an information point to expand knowledge about a product or service.
The telephone is the favorite channel for Spanish buyers to connect with the customer service of an online store, with 57%, far ahead of other channels such as email (17%), online chat (11% ), social networks (9%) and whatsapp (6%).
This is one of the main conclusions of the Customer Service Study, prepared by Vócex, the Mediapost business unit specialized in call center, telemarketing, back office and customer service services. In this sense, almost half of consumers prefer to contact the customer service department proactively at certain times, such as the renewal of a service or guarantee (18%) or in the management of a claim (14% ).
Likewise, 3 out of 10 consumers claim to positively value being able to contact a brand during the launch campaign of a new product or service to obtain more information. The same percentage of Spaniards think it good that they contact them to inform them if, later, they receive samples of new products (17%) or additional information in the mail so that they can consult it whenever they want (14%).
Data all of them that come to confirm that the consumer demands multi-channel information to be informed before making their purchases. Almost 4 in 10 consumers contact customer service before a purchase When contacting a customer service, flexible hours and multichannel are the aspects most valued by consumers, as recognized by 34% of those surveyed.
This is followed by the treatment received in the telephone service, with 32%, and the clarity of the information provided by the agents, with 20%. Asked when they need to contact customer service, almost half of Spanish buyers admit that they usually turn to them when they need to resolve incidents or transmit complaints about a service.
About 4 out of 10 Spaniards claim to contact them to request information before a purchase and almost 20% to request information on guarantees or renewals of a service that they have contracted. In addition, 36% say they decide to call the customer service department of a brand or company when looking for an item or reference and 26% when they want to access their cart to finish the purchase.
The telephone is the favorite channel for Spanish buyers to connect with the customer service of an online store, with 57%, far ahead of other channels such as email (17%), online chat (11% ), social networks (9%) and whatsapp (6%).
This is one of the main conclusions of the Customer Service Study, prepared by Vócex, the Mediapost business unit specialized in call center, telemarketing, back office and customer service services. In this sense, almost half of consumers prefer to contact the customer service department proactively at certain times, such as the renewal of a service or guarantee (18%) or in the management of a claim (14% ).
Likewise, 3 out of 10 consumers claim to positively value being able to contact a brand during the launch campaign of a new product or service to obtain more information. The same percentage of Spaniards think it good that they contact them to inform them if, later, they receive samples of new products (17%) or additional information in the mail so that they can consult it whenever they want (14%).
Data all of them that come to confirm that the consumer demands multi-channel information to be informed before making their purchases. Almost 4 in 10 consumers contact customer service before a purchase When contacting customer service, flexible hours and multichannel are the aspects most valued by consumers, as recognized by 34% of those surveyed.
This is followed by the treatment received in the telephone service, with 32%, and the clarity of the information provided by the agents, with 20%. Asked when they need to contact customer service, almost half of Spanish buyers admit that they usually turn to them when they need to resolve incidents or transmit complaints about a service.
About 4 out of 10 Spaniards claim to contact them to request information before a purchase and almost 20% to request information on guarantees or renewals of a service that they have contracted. In addition, 36% say they decide to call the customer service department of a brand or company when looking for an item or reference and 26% when they want to access their cart to finish the purchase.
In this sense, customer service services are perceived by buyers as a general and specific information point to expand knowledge about a product or service, as recognized by 7 out of 10 Spaniards. Speed and quality, the key in the customer experience When a consumer contacts the customer service of a brand or company, what they value the most is the speed of management, mainly in the resolution of incidents, as claimed by 52% of those surveyed.
The reduction of waiting times in processes such as renewal, incident monitoring, etc. It is another of the aspects most valued by almost 3 out of 10 consumers, while 14% positively value a reduction in call time.
However, when faced with a technical problem, 44% value the speed of resolution compared to 29% who opt for the quality of the solution offered. Faced with a bad experience with the customer service department of a brand or company, Spanish consumers are quite clear and almost 90% would stop consuming their products or services.
In this sense, customer service services are perceived by buyers as a general and specific information point to expand knowledge about a product or service, as recognized by 7 out of 10 Spaniards. Speed and quality, the key in the customer experience When a consumer contacts the customer service of a brand or company, what they value the most is the speed of management, mainly in the resolution of incidents, as claimed by 52% of those surveyed.
The reduction of waiting times in processes such as renewal, incident monitoring, etc. It is another of the aspects most valued by almost 3 out of 10 consumers, while 14% positively value a reduction in call time.
However, when faced with a technical problem, 44% value the speed of resolution compared to 29% who opt for the quality of the solution offered. Faced with a bad experience with the customer service department of a brand or company, Spanish consumers are quite clear and almost 90% would stop consuming their products or services.
Customer satisfaction, analyzed
In recent years, it is increasingly common that before the customer ends a call with the customer service of a brand or company, the telemarketer invites him to answer a short questionnaire about his satisfaction with the service received. According to the Vócex study, 6 out of 10 consumers receive invitations to participate in these satisfaction surveys.
In recent years, it is increasingly common that before the customer ends a call with the customer service of a brand or company, the telemarketer invites him to answer a short questionnaire about his satisfaction with the service received. According to the Vócex study, 6 out of 10 consumers receive invitations to participate in these satisfaction surveys.
