All Press Releases for May 05, 2016

Paragon Worldwide CEO Responds to Reports of Human-less Customer Service

After new research revealed that today's consumers are fed up with the lack of human interaction from brands, Paragon Worldwide is warning businesses to rethink how they communicate with their consumers.

    CORK, IRELAND, May 05, 2016 /24-7PressRelease/ -- In a recent study by Accenture Strategy into the customer service provided by cable and satellite television companies, 80 percent of customers claimed they would rather solve a problem with a brand representative than over digital channels. 52 percent of the 25,000 customers worldwide also admitted that they have switched brands in the last year due to receiving poor, 'human-less' customer service. Whilst the survey found cable and satellite television providers to be among the worst offenders when it came to relying on digital customer service avenues, through their research Accenture Strategy also found banks and retailers to be guilty of pushing customers away with a high reliance on human -less customer service.

What may be surprising to brands, is that whilst many businesses turn to digital customer service strategies to streamline their processes and save costs, almost half of the customers surveyed claimed that they would be willing to pay a higher price for goods and services if it would result in a better customer service experience.

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The eye opening survey also revealed that despite the rise in online shopping, 65 percent of consumers still favour the in-store experience and believe meeting in person with a brand representative is the best way of securing a personalised and attentive customer experience.

In the wake of these findings, sales and marketing experts Paragon Worldwide are urging businesses to review their customer service processes and ensure they are aligned with the needs of their consumer base. The firm feel that the research outlines an overwhelming miscommunication between brands and consumers and highlights how little brands understand about their consumers preferences. Paragon Worldwide specialise in outsourced sales and marketing services, and champion one-on-one sales and marketing strategies. By meeting with their clients' consumers in person the firm is able to accurately gauge consumer need, and deliver a tailored service to each consumer they meet which boosts their clients' customer retention and drives a greater quantity of sales.

Paragon Worldwide is keen for brands to recognise the true impact of human-less customer service. Focusing solely on digital customer service sends a message to consumers that a brand wants to keep them at a distance, and that it simply isn't interested in maintaining strong relationships after the purchase process. A reliance on online customer service also points towards a brand that is out of touch with their consumers as, whilst we live in a digital age the idea that all consumers are obsessed with their smart phones and tablets and prefer to deal with brands through these technologies is a lazy generalisation.

Paragon Worldwide believe that if a brand is to truly understand what their consumers want in terms of customer service, the first step is to meet with them in person and provide them with a platform to share their thoughts and opinions. Only then, will brands be able to fully understand how to deliver a personalised and attentive service that fully engages their consumers and builds greater brand loyalty.

Paragon Worldwide offers an alternative approach to the retail market for newcomers and veterans of the industry. To stay up to date with all the latest company news follow the firm on Twitter @ParagonWorldW or find them on Facebook.

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Contact Information

Carlton Roach
Paragon Worldwide
Cork, Ireland
Republic of Ireland
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