Genesys Telecommunications Laboratories, an Alcatel-Lucent Company conducted a survey to find the current requirement of Indian customers. Do they look for value added services or the fast responding customer service center?

From the survey it was gathered that Indian consumers do not look just for the latest gadget but also the quick customer acre service offered by them. Indian customer want their queries to be answered to their earliest.

In a survey it was discovered that 79 percent of consumers want to communicate with companies via email and over 41 percent want to interact using SMS.

Genesys Managing Director for India, Shamsheer Ahmed, in a company press release said that the success of company depends upon how efficiently and effectively you connect and engage with your customers to create a positive experience.

He further added that, “This survey clearly highlights the fact that Indian customers are extremely web and mobile savvy, and as a result, companies need to redesign their customer service approach by integrating mobile, web and email communications, as well as advanced self-service, to deliver the next generation customer experience these customers want.”

According to the survey, 38 percent of the customers interviewed stated they would stop doing business with a company due to poor contact center experience. Also, 79 percent of customers would continue doing business with the company if the contact center experience was good. And then, there are small but important section of customers (26 percent) who are even willing to pay a higher price to get the best contact center experience. Also, 97 percent of the consumers want companies to give them information about additional products and services that may benefit them.