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August 03, 2020
CallMiner released a new research study today – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned. The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights to deliver exceptional customer experience now and going forward. CallMiner surveyed more than 2,000 consumers in June 2020.
“We set out to discover how brands performed during the pandemic and uncovered much more, including a growing demand for human-to-human connection and service,” said Eric Williamson, chief marketing officer at CallMiner. “Our research found that 77% of consumers called customer support despite warnings of long wait times and encouragement from brands to use self-service channels. Fifty two percent said they used the phone for customer service more than usual during the pandemic, preferring it over social media and self-service options.”
CallMiner found that consumers who recently switched providers contacted customer service more often throughout the pandemic than those who didn’t switch, and 80% of consumers said they will stay loyal to the brands that provided great customer experience during the pandemic.
“Extracting and operationalizing consumer insights is especially critical during times of crisis, when preferences and needs change rapidly. Brands must empower customer service agents with the intelligence they need to respond and connect emotionally with customers, and leverage insights from interactions to proactively address concerns and improve the customer experience,” said Paul Bernard, CEO of CallMiner.
For information on recommended strategies brands can implement to revamp their call center approach, view the report here.Back to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.