Mumbai, March 25: SMS me or Mail me, this is the motto of present day consumers in India. A survey conducted in India by Genesys Telecommunications Laboratories reveals that almost 79 pc of consumers want to communicate with companies vial email and over 41 percent want to interact using sms service. The survey, which was conducted online with 504 consumers from across Índia, revealed that nearly 50 percent of customers stated their experience with a contact center is a key factor in building customer loyalty, while 38 percent stated they would stop doing business with a company due to poor contact center experience.
In addition, 79 percent of customers said they would continue doing business with a company based on a great contact center experience and 26 percent would do so even if it meant paying a higher than average price. Surprisingly, 97 percent of the consumers Genesys surveyed want companies to give them information about additional products and services that may benefit them, while 93 percent want to receive proactive communications via the telephone, email and/or SMS.
"India is one of the most challenging markets for companies to gain long-term customer loyalty and we expect it will only become more challenging in the future," said Jason Stirling, Vice President, Genesys, Australia, New Zealand and India. "As the world market becomes more competitive, the most successful companies are the ones making the best use of every channel and every customer interaction to drive customer loyalty and increases sales by agents."
"Successful companies must leverage every opportunity to connect and engage with their customers to create a positive experience. This survey clearly highlights the fact that Indian customers are extremely web and mobile savvy, and as a result, companies need to redesign their customer service approach by integrating mobile, web and email communications, as well as advanced self-service, to deliver the next generation customer experience these customers want." said Shamsheer Ahmed, Genesys Managing Director for India.