Research Demonstrates Happy Customer Service Agents Positively Impact Customer Experience

LiveOps, Inc., a provider of cloud contact center and customer service solutions, announced the findings of research that provides a holistic view into the state of today’s customer service. LiveOps evaluated the inter-dependency between the agent experience, customer experience and business bottom line. The research revealed four key points that are supported by the data:

1. Happy Agents Equal Happy Customers: 92 percent of consumers surveyed report that a customer service agent’s perceived “happiness” has a direct impact on their customer experience with the brand.

2. Integrating Social Channels on the Agent Desktop Is a Requirement: 85 percent of consumers surveyed feel that how a brand handles issues on their website or on social channels, like Facebook or Twitter, is a good indicator of a brand’s ability to deliver customer satisfaction and quality of support.

3. Most Brands Fail to Provide Consistent Service Across Multiple Channels: 89 percent of consumers surveyed believe it is important to be able to communicate with companies by any channel, including social media, and still receive the same quality and efficiency of response. Furthermore, 61 percent of social media users feel that brands do not effectively communicate with them on these channels.

4. Live Agent Service, Regardless of Channel, Is Preferred Over Self-service: 90 percent of customers surveyed value the ability to communicate with a live person on any channel--voice, email, chat, SMS or social.

More information on customer service agents can be found at www.SupportIndustry.com