Omni-Channel Service Doesn’t Measure Up; Customers Are Tired of Playing Games

Aspect recently conducted quantitative research to understand Americans’ preferences and attitudes for customer service across various channels, including during the holiday season. The report yielded some interesting discoveries about customers’ attitudes about omni-channel customer service. While most of those who answered have faced difficulty switching channels, the overwhelming majority (91%) believe that they should be able to pick up where they last left off when contacting customer service about the same issue. They also dislike having to repeat themselves (89%).

The infographic below shows a few other key findings – and reveals that when it comes to getting the service they expect, most customers are tired of playing around!