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Consumer Preferences in Customer Service: France
Ovum, March 2011, Pages: 25
Introduction
The customer service landscape is changing as new channels for interaction emerge with the proliferation of mobile devices, web, social media, SMS, and proactive communications. Ovum's survey of 500+ consumers in France reveals new trends that are impacting the delivery of customer service in that country.
Features and benefits
- Understand consumer preferences for communicating with enterprises across a broad array of customer service channels.
- Learn about customer expectations and frustrations in France.
- Get insight into key trends that are shaping the French market when it comes to customer service.
Highlights
The most successful channels for first-time issue resolution involved human contact: telephone conversations with CSRs and email. SMS, social networking, and automated service with speech recognition remain the least successful methods of resolving customers’ issues.
Your key questions answered
- How are consumers engaging with enterprises for customer service in France?
- What are consumer expectations for customer service in France?
- How should enterprises engage with customers in France when it comes to customer service?
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