NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced it has sponsored a comprehensive study from Ventana Research, which will investigate the role of customer self-service in improving company efficiency and customer satisfaction. The benchmark will delve into which systems businesses use to manage customer interactions and why companies prefer certain solutions over others.
Ventana Research will asses both the way customers use support channels and the way organisations understand their customers' needs, and how best to meet them. They will also evaluate the different considerations that that contribute to a company's decision to change it's customer service procedures and the business cases that would justify such a change.
"We're thrilled to be involved in this latest Ventana Research benchmark", said Tim Pickard, SVP Marketing at NewVoiceMedia. "Our top priority is to deliver cloud customer contact solutions that best serve our customer'needs, so research that gives us insight into their motivations and ways of operating is invaluable to us. Understanding how our client companies approach customer service helps us continue to develop our suite of true cloud solutions to offer the very best possible technology."
"Consumers have changed the ways in which they expect to engage with companies", said Richard Snow, VP and Research Director at Ventana Research. "While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use text messages, online chat, social media and applications on their mobile devices. As a result, companies have had to add support for the many (and increasing) channels of engagement; ignoring this exposes them to the risk that some customers will chose not to do business with them. Our benchmark research will help shine a light on the best practices and methods to support those channels".