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With the confidence in customer service waning, consumers are demanding more control when making transactions and purchase according to new reseach.

Intervoice commissioned reseach specialist TNS to conduct the survey. The results show that self-service is becoming a larger part of consumers' decision-making process. Over 25 percet of the consumers surveyed said that offering more self-service options would make them switch service providers, while a third indicated that it would give them a more positive view of customer service overall.
 
Richard Arnold, deputy managing director, EMEA at Intervoice, said: “ “If one considers the spending power at stake then the market opportunity for those providers that will ramp up first can be estimated in the billions.

"The answer is not just going multi-channel, but about the systems that are deployed across those channels to give consumers more power.”

The study reiterated the fact that consumer loyalty is still in a process of change as over 40 percent of people are less likely to stick with the same band and will shop around much more than even 5 years ago.

One of the major reasons given for changing services was easier access to the services and over 20 percent saying that they changed because of being empowered to do their own basic transactions through online means or automated telephone service.