SOURCE: [24]7


February 06, 2014 09:00 ET

[24]7 Customer Service Experience Survey Says the Phone Continues to Be an Important Channel for Credit Card Customers

CAMPBELL, CA--(Marketwired - Feb 6, 2014) - According to a survey* released by [24]7, the intuitive customer experience company, when it comes to interacting with a credit card provider, one out of two respondents begin their customer service interactions with a phone call, despite the efforts by companies to direct customers to self-serve on the web. Given these findings, credit card providers should rethink the phone channel solution that they offer to customers in order to increase customer loyalty, satisfaction and their overall experience.

While 50 percent of customers start their interactions on the phone, the findings also show that customers use multiple channels and devices throughout their journey.

  • After beginning an interaction via a phone call, 30 percent make a second phone call and 25 percent of respondents move on to using a website as the next preferred channel of engagement with a credit card provider
  • 82 percent of respondents use at least three channels when interacting with a credit card provider
  • 88 percent leverage at least two devices when engaging with a credit card providers' customer service

"The expectations of today's connected consumer are changing the customer service industry dramatically. In response to demands from consumers that are now mobile and social, the customer service experience that enterprises offer must adapt to how these consumers want to engage, which is on their own terms, using devices and talk-paths of their own choosing," said Dan Miller, senior analyst, Opus Research. "Firms of all sizes have had to gear up to engage with their customers and prospects in new ways that support mobility, web-based commerce and social networking. And all this is going on in the era of Big Data and analytics, meaning that the most successful companies are the ones that efficiently deploy technologies that quickly recognize each customer's intent in order to resolve issues quickly and effortlessly."

"Credit card providers should not be offering yesterday's IVR to today's connected customer. Customers want a smart IVR that is conversational, uses natural language and connects seamlessly to other channels and devices," said P.V. Kannan, co-founder and CEO of [24]7. "When a customer continues their interaction on the web, they expect the context of their previous phone call to be maintained. Our [24]7 Speech solution enables that seamless omnichannel experience that meets the high expectations of today's customers."

To help ensure successful customer interactions via the phone channel, [24]7's Speech is a smart IVR that is conversational, intuitive and easily integrated with online and mobile channels. [24]7 Speech is predictive, proactive and personal. It enables a better approach to natural language by combining open-ended speech with prediction. [24]7 Speech enables a seamless omnichannel experience as it extends to other channels such as the mobile web and IVR-to-chat.

Learn more about [24]7 and [24]7 Speech

About [24]7
[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world's leading companies. [24]7's platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise's web, mobile, chat, social, and phone channels. It's all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America's Most Promising Companies. [24]7 is based in Campbell, California. For more information, visit:

[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.

*Data for this survey were collected by Harris Interactive Service Bureau ("HISB") on behalf of [24]7. HISB was responsible for the data collected and [24]7 was responsible for data analysis.

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