Electronic consumer devices are now ubiquitous and an integral part of our work and personal life. However, recent research from the Teleperformance CX Lab shows that when issues arise, consumers state that brands in this sector are not delivering on customer service compared with other sectors. Furthermore, 65% of consumers contacting during the pandemic perceived a negative impact on service quality and 75% of those contacting support in the last year mention they’ve changed their interactions. In this scenario, brands in this sector have an enormous opportunity for improvement and digital transformation if they wish to seize it.
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