Consumer Attitudes Toward Proactive Customer Service, September 2013 [TABLE]
87% 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. Read the rest at MarketingCharts.