Consumers Say They’re OK With Companies Proactively Contacting Them About Service Issues

September 10, 2013

This article is included in these additional categories:

Customer Service & Experience

InContact-Consumer-Attitudes-Proactive-Customer-Service-Sept201387% of US adults are happy to be contacted proactively by companies regarding customer service issues, says inContact in new survey results. The survey suggests that consumers are most open to being called about fraudulent activity on an account (65%), setting appointments or reminders (53%), and questions about an order they placed (51%). Such calls can have benefits for the companies making them, as long as the experience is positive.

That’s because roughly three-quarters of respondents who had had a pleasant surprise or positive experience with an incoming call reported a positive change in their perception of the company calling them. About 3 in 5 claimed to have taken an action on the basis of their positive experience.

The initial pause or delay that often accompanies predictive legacy dialers tends to be a roadblock in these types of communications, according to the research. 55% of respondents who answer incoming calls from unfamiliar numbers said they’d be more receptive to the caller and/or interested in hearing who’s calling them if the pause could be eliminated. The most common reaction to hearing the pause is hanging up (49%), while 17% believe the pause means that they’re not important to the caller.

About the Data: The study was conducted online in July 2013 by Harris Interactive, on behalf of inContact, among 2,034 U.S. adults aged 18 years or older.

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