of today's consumers

In today's world, customers are in charge. Their expectations are high but their experience can be very different.

If they do not receive the service they expect 26% will head to social media to express dissatisfaction.

I want to contact
you how and
when i want

of consumers
prefer to email.
will pickup
the telephone.
of adults say "valuing my time" is the most important thing in providing good customer service.
of callers say having to repeat information is their biggest irritation.

I want you to deal with my enquiry quickly and simply

of customers who have a low-effort service experience will buy from that same company again.

I want my enquiry to be resolved first time

people will go to a competitor if firms fail to respond satisfactorily to an enquiry first time.

I want to be
updated every
step of the way

of customers believe that proactive communications could have helped them avoid issues.

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