PRTODAY / NewswireToday Free press release distribution service network

More news: Software
Written by / Agency / Source: Verint Systems, Inc.

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Verint-Commissioned Research Reveals Superior Customer Service Beats Price in Asia Pacific Markets - Verint® Systems, Inc. announced results from a consumer insights survey conducted by Ipsos, a global market research organization, on the state of customer service in the Asia Pacific region - Verint.com
Verint-Commissioned Research Reveals Superior Customer Service Beats Price in Asia Pacific Markets

 

NewswireToday - /newswire/ - Hong Kong, Hong Kong, 2013/08/27 - Verint® Systems, Inc. announced results from a consumer insights survey conducted by Ipsos, a global market research organization, on the state of customer service in the Asia Pacific region - Verint.com. NASDAQ: VRNT

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

• Survey spans consumers in six countries and five key industries for insights into consumer service expectations;
• Service beats price only 23% of consumers believe price is more important than service;
• Poor customer “experiences” are common in every industry, more than half of respondents reported a poor customer service experience;
• Consumers are sharing their positive and negative experiences online at unprecedented rates 53% of consumers are willing to share comments on social media, blog and websites.

In the survey of more than 5,800 consumers across six countries including China, Hong Kong, India, Japan, Australia and Indonesia consumers revealed that most have experienced poor customer service, and surprisingly, have low expectations of receiving great service.

Key findings paint a common picture of poor customer service, frustrated consumers with low service expectations, an increased rate of sharing positive or negative experiences online to a wider audience, and a willingness to place a greater value on customer service than price.

Low Service Expectations Provide Opportunities to Delight the Customer
The Verint Consumer Insights study revealed that the percentage of consumers that experience poor customer service is high across all surveyed industries in Asia Pacific: financial services (51%), utilities (51%), hotel and travel (51%), retail (59%) and telecoms (64%).

With survey results suggesting that consumer expectations of customer service are low, companies that can improve their customer experiences are well positioned in today’s market to gain significant business advantage over the competition. Verint’s Impact 360® Workforce Optimization™ and Voice of the Customer Analytics™ software can help by capturing and sharing intelligence across the entire organization. This not only allows a company to deliver a more consistent, customer-pleasing experience, but also helps avoid over and understaffing and drive down costs, identify trends, and use the “voice of the customer” to drive strategic decisions on products, services processes, and more.

Customers Value Service Over Price
In addition, the study found that consumers in all countries including emerging markets where there is a common “price is king” perception place a premium on good customer service, with only 23% of consumers valuing price over service. As shown by the survey, roughly 45% of consumers are willing to pay more for better service, particularly in China and India.

Consumers Share More Frequently Online
The study also validates that consumers are using multiple communications channels when sharing their good or bad service experiences. While traditional channels such as phone, in person and email are typically used to share with family and close friends, rising social channels like Facebook, Twitter and blogs are reaching even wider audiences. Reinforcing this, survey results revealed that 53% of consumers will share their experiences on social media, blogs and leave comments on company websites with 42% using social networking sites (e.g., Facebook); 27% use micro-blog sites (e.g., Twitter); and 24% will share experiences on blogs.

Further, more consumers expressed their desire to share positive rather than negative experiences at a rate of 41% for positive experiences compared to 32% for negative experiences. In effect, companies that can deliver a superior customer experience have an army of customer ambassadors positively increasing their brand awareness into the market via social channels.

“The research points to an increasing propensity among consumers to share positive feedback, experiences and interactions,” comments Ady Meretz, president APAC, Verint. “Companies that can proactively deliver a superior customer experience by listening and acting on the voice of the customer can gain competitive advantage in the market. Verint’s Voice of the Customer Analytics can help identify trends and capture feedback across a variety of channels, helping them take a proactive and responsive approach to customers’ wants, needs and expectations.”

Why the Poor Service Experience?
This research also identifies two main drivers of poor consumer service experience: taking too long to resolve problems (21%) and unknowledgeable staff that can't help (20%).

Additionally, consumers who didn’t have their problems resolved in the first contact were less satisfied than those that spent more time with service representatives working through issues without having to call back or visit again. For instance, in the retail sector, the study found that if customers had to call back to solve their problems, satisfaction dropped another 10%.

Other factors leading to a poor service experience from the survey included: waiting too long to be serviced, receiving rude or unfriendly service and experiencing inflexible procedures.

About the Research
The research was conducted online by Ipsos with 5,819 respondents aged 16 and over in six countries. The survey was carried out across a nationally representative sample of consumers in China, India, Hong Kong, Singapore, Japan, and Australia in July 2013. The survey data has been weighted by age, gender and region to help ensure it represents a national mix of respondents.

About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.

About Verint Systems
Verint® (Verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network.

This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2013 and our Quarterly Report on Form 10-Q for the quarter ended April 30, 2013 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, VOVICI, GMT, AUDIOLOG, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Verint Systems, Inc.

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+] / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
Software Warnings - IMPORTANT:
Always be aware/cautious about what you download on your computer/mobile! PURCHASE SOFTWARE related keywords / Banner Ads. Click HERE for details!
.

 
  Your Banner Ad showing on ALL
Software articles,
CATCH Visitors via Your Competitors Announcements!


Verint-Commissioned Research Reveals Superior Customer Service Beats Price in Asia Pacific Markets

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

Verint Systems, Inc. |
Publisher Contact: Anne Patton - Verint.com 
770-754-8656 Anne.Patton[.]verint.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Verint Systems, Inc. securities in any jurisdiction including any other companies listed or named in this release.

Software via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Verint Systems, Inc. / Company Profile


Read Software Most Recent Related Newswires:

LDiscovery Completes Acquisition of Kroll Ontrack
SYSPRO Opens a New Office in Nairobi, Kenya
Rocket Servergraph Professional Now Supports IBM i
JDA Solutions Selected by Coca-Cola FEMSA Mexico to Support its Innovative Supply Chain
CommutAir Leverages The Weather Company, an IBM Business, to Harness the Power of Big Data from the Tarmac
Leading Independent Research Firm Cites TIBCO as a Strong Performer in Insight Platform Report
Saba Named a Leader in Learning and Performance Management
Infor Recognized as Top Retail Software Provider in 2016 RIS News LeaderBoard
IBM Debuts Blockchain Ecosystem to Help Accelerate Growth of Networks on Hyperledger Fabric
Permanent TSB to Improve Contact Centre Performance and Compliance with Noble Systems Composer Real-Time Speech Analytics
Rush Health Selects InterSystems HealthShare to Integrate Health Records, Support Value-Based Care
IBM Launches New Bluemix Services with GitHub and Slack Integration to Speed App Development in the Cloud
Yellowfin Launches Analytics Industry’s First Virtualized Integrated Data Preparation Module
TIBCO Releases TIBCO Mashery Local API Management Solution for Hybrid Gateway Deployments
Comways and Altitude Highlight Flexible Solutions at Belgium Contact Center Congress

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  La Bella Bakery Artisan Bakery Arizona

Visit  JobsWare.com





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)