What do customers want?

Customers know what they want and have higher expectations than ever before.

Diversifying your touch points with citizens by enabling technology such as speech recognition, artificial intelligence (AI) and chatbots can be an effective way to quickly resolve issues without putting too much strain on your contact centre. Technology helps by minimising long call waiting times, enabling the citizen to resolve issues themselves and educates customers on how to resolve issues themselves when they can.

The use of AI, chatbots and other advancing technologies can be a simple and cost-efficient way to offer convenience to customers and improve overall customer experience. All the while allowing your agents to dedicate more of their time to customers who require additional support.

If that’s not possible then they expect longer, more convenient opening hours.

In general, citizens also have less tolerance nowadays for lack of available contact and support when, where and how they want it. They expect a swift response to their queries or problems: 66% of the public expect a response the same day, while 40% expect a reply within an hour.

They are generally happy for their data to be used to ensure they are dealt with as individuals not just as ‘another citizen’, and for their previous history and preferences to be known so they can be offered assistance swiftly. That means agents need access to past interactions and details.

They also assume that contact centre agents have visibility of their previous exchanges using various methods of communication.

Nearly two thirds of citizens change their contact channel depending on where they are and what they are doing at the time. But they expect the same, consistent attention no matter how they get in touch.