Xerox surveyed over 6,000 consumers across Europe and the US to discover that seven in 10 of those aged over 71, and even 40% of Generation Zs (aged 16-20) were prepared to pay more to ease the support process.
“With many consumers willing to pay for it, organisations must make the investments necessary to ensure that their customer service works better,” says Nancy Collins, group president of Xerox’s High-Tech, Communications and Media group.
“Whether it’s more expertise from customer care agents, shorter wait times or a seamless omnichannel experience, there is a clear opportunity for brands to better use technology to build trust and treat every consumer as an individual.”
Telecoms giant, EE, was lambasted in 2014 for introducing a 50p charge to customers wishing to jump the queue for their customer service phone line.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.