8216;Indian consumers will pay more for better customer service8217;

CUSTOMER SERVICE IN INDIA

2012 Avaya Asia Pacific Customer Experience Index highlights that 85of Indian consumers are willing to pay more for excellent customer services.

Indian customers felt the highest improvement in customer service at 64 and Singapore at 47.

Servicesfrom hospitality,tourism and entertainment industry improved 91,while finance,banking and insurance industry improved 72.

CHANNELS USED BY CONSUMERS TO CONTACT SERVICE CENTRES

Phone: 88

Email: 77

Automated conversation: 63

Socialmedia,online forum: 32

Smartphone applications: 33-49

Smartphone applications and web chat are predicted to grow by 33-49in the next 1-2 years

CONSUMER TRENDS

Live Agents:

One-third of Indian consumersrate live agent as their most important factor for theirchannelchoice

Self Service:

63 of Indian consumers prefer to solve their query by using the companys website before contacting a customerservice agent. Finance,banking and insurance have the highest use of web self-service 30.

Poor service:

Customers are lesslikely to move businessto another organisation if they have needed one interaction to resolve their query 52.

Smartphones:

The use of social media as a channel has seen the highest adoption in India at 54.

50 from India look at smart phone apps more than any other Asia Pacific markets.

Source: Avaya Asia Pacific Customer Experience Index