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Enteractive survey: Poor CRM strategy impacts US customer retention

Enteractive has published the results of its survey regarding Americans' attitudes towards customer relationships in the US.

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Commissioned by Enteractive, the survey was conducted online by The Harris Poll, involving over 2,000 US adults and aiming to “shine a light on consumer preferences and attitudes in the US.”

Key findings of the survey include 90% of Americans saying they would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent, while 89% of Americans believe that brands’ call agents should speak the same language as the customer they are calling.

87% meanwhile think US brands should use a Caller ID when contacting customers, while the same percentage said they are more likely to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them.

70% of respondents said robo-calls from brands were frustrating, with 54% saying they were very frustrating. And two in five Americans would not be averse to getting a call from brands to check in and improve the customer relationship.

“I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year,” said Enteractive CEO Mikael Hansson.

“Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

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