NEWS & EVENTS
Increasing Number of Japanese Consumers Prefer to Interact with Contact Centers in More Diverse Channels Including Social Media
- One in four Japanese consumers is happy to be contacted from a company based on comments or “tweets” they have made about the company.
As increasing number of Japanese consumers' use social media such as Facebook and Twitter, recently more Japanese companies use them for the interaction with consumers. This year's index shows one in five (20%) Japanese consumers are happy to be contacted from a company via social networking site on new products or services.
People in four age groups were asked what form of communication (mobile text or phone call) and content (essential information such as booking confirmation or change of flight times, or promotional information such as new product offerings) they would be "happy" with, if they were to receive them from businesses. The percentage of respondents who were "happy" to "receive essential information by text to my mobile phone" was 64% for the 20-34 age group and 58% for the 35-49 age group. However, for the 66-86 age group, the percentage was only 35%. By contrast, the percentage of respondents who were "happy" to "receive essential information via a phone call" was 29% for the 20-34 age group, and 39% for the 66-86 age group.
"Avaya Contact Center Consumer Index"
Survey period: January 1 to February 28, 2011
Method: Online survey by Callcentres.net
Survey region: Japan, Australia, New Zealand, Singapore, the US, Canada, the UK, France, and Germany
Number of respondents: 500 people in each country; 4,500 people in total for the nine countries
Tags: Contact Center, Social Media
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