Additionally, 60 percent of consumers say they will continually change how they contact an organization, depending on where they are and what they are doing. This statistic will only increase as mobile technology becomes more prevalent.¹

Before the days of the Internet, companies lived or died by the service they provided over the phone or in person. Without a global outlet for their communications, most consumers were limited to sharing their positive and negative customer experiences within their social circles.

 

Those days are no more. The Internet, social media, and mobile technology have provided consumers with multiple ways to interact with companies directly and influence peers' buying decisions. Businesses need to ensure they are fulfilling their customers' relationship expectations with an exceptional customer experience. Below, we explore the effect that social media and mobile technology can have on the customer experience and their resulting impact on a company's brand. Organizations that ignore these social media and mobile trends do so at their own peril.

How Customers Connect

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Today's consumers use a number of online channels and technologies to voice their opinions about their experiences and companies. In fact, research confirms that customers are more likely to use the Internet than face-to-face communication to express their feelings.

 

Consumers Use a Wide Range of Channels to Interact with Businesses

Graph includes data from both the US and UK.¹

 

 

data

0

 

20%

 

40%

 

60%

 

80%

 

100%

 

Phone Direct data

84%

Email data

80%

Company Website

data

72%

Face to Face data

64%

Website Faq data

54%

Post/direct Mail data

41%

Phone Call Automated or IVR data

37%

Text/SMS Message data

34%

Online Forum on Company Website data

30%

Web Chat data

29%

External Online Forum data

25%

Skype data

22%

Facebook/other Social Network data

16%

Mobile Apps data

12%

Video Conferencing data

11%

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Are you communicating with your customers in the

manner they prefer?

 

Forum Frenzy

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Gone are the days when the only way a customer could get in touch
with an organization was by calling a customer service line.

 

43%

of customers prefer to deal with organizations over the Internet, calling only when they need support or advice. This means they are calling about more complex and emotive issues.¹

37%

use online forums to sort out a problem with a product or service.¹

 

 

arrow down
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51%

trust online customer forums more than an organization's website.¹

Taking age into account, the use of online forums jumps to

52%

for customers ages 16 to 24. This trend will increase as this group matures and moves towards other networking sites.¹

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Do you know where your customers are

getting the support they need?

 

Stronger Social

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In today's ever-connected world, forward-thinking companies are using social media to build

strong and lasting relationships with their consumers.

 

 

data

0

20%

40%

60%

80%

100%

data

16%

of customers want to interact with

organizations using social media.¹

50%

are more likely to buy products or services from a company that they can contact via social media.²

 

56%

of customers who use social media to interact with an organization say they feel a stronger connection.²

data
data

 

Which groups within your organization are monitoring social media

traffic — marketing, sales, customer support? Are you able to get

holistic view of the customer with these siloed activities?

Mobile Advantage

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With the growing popularity of mobile devices, companies now have to maintain their

communications with customers at all times and locations.

 

Smartphone users are cutting-edge

customers. They are often better informed

about their products than agents who

answer the call.

 

 

 

 

16%

 

 

use barcode-scanning apps to compare prices on and offline.¹

 

 

63%

 

 

use online coupons to get the best prices, compared to 43 percent of
non-smartphone users.¹

 

 

79%

 

 

say they sometimes or always know more about the product or issue they're experiencing than the customer care agent.¹

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Don't miss this opportunity to reach out and touch your customers.

 

Avaya
data
data

 

16%

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of smartphone users would be interested in receiving a time-sensitive, location-based offer.³

 

data

 

57%

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of consumers would be interested in opting into a brand's loyalty club via a mobile social marketing network, such as Facebook or Twitter.⁴

 

data

 

80%

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of them still haven't been marketed to by their favorite brands on their mobile devices.⁴

 

data

 

Nearly 50 million consumers are accessing social

media via their mobile devices—are you ready?⁴

 

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Is your company employing Internet technologies, social media, and mobile channels to provide the kind of all-inclusive experience your customers are looking for? If not, it might be time to consider where your customers congregate online and leverage integrated Customer Experience Interaction Management solutions from Avaya to provide the best service possible.

 

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