IntelliResponse recently conducted a Google consumer survey where we asked 1000 consumers to share what they really think about the service they received from the businesses they deal with. Some of the results may sound surprising, but all of them validate the emergence of a customer-led shift toward self-service in digital channels.

1. MOBILE IS KING
60%of consumers aged 18-34
would rather use a
MOBILE APP
than speak to a live
customer service rep.
The majority of consumers indicated that retailers provide the
best online experience.
RETAILERS ARE IN THE LEAD... FOR NOW!
67.2%
17.3%
13.3%
What type of relationship do CONSUMERS want with the
companies they buy from?
68%of consumers go to a company’s
website first when looking for
product or service information.
Nearly
3 OUT OF 5
CONSUMERS
turn to a company’s
WEBSITE FIRST
to find answers. 58%Company Website
25%
Call
9%8% Social Media / Mobile app
Other
74%
of consumers expect the
same answer online as they
do when they phone into the
contact center.
ROOM TO IMPROVE
Marketing Goods &
Services Online
Selling Goods &
Services Online
Businesses are succeeding at: But there's room
for improvement with:
Helping Customers
With Problems
Online
The digitization of society has changed
the rules of customer engagement
forever. Consumers expect to receive
efficient self-service online.
2014 © IntelliResponse Systems Inc. All rights reserved.
Businesses need to focus more on providing instant answers
to customer questions posed across all online channels.
BOTTOM LINE:
59%
Want
Efficient Service
24%
Want
Personalized Service
11%
Want To “Buy And
Say Goodbye”
channels converge
Key
Take Away
RETAIL
TELECOMS
UTILITIES
In a consumer survey, we asked 1000 consumers what they thought
about the service they receive from businesses they deal with.
Here’s what we found.
they want answers!
Your Customers Don’t Want
to Have a Conversation…