Dubai – Mubasher: Four out of five UAE consumers believe that large organisations should respond immediately to their customers, according to research jointly conducted by Avaya Holdings Corp. and Davies Hickman Partners.

Around 8,000 consumers were polled in Australia, France, Germany, Italy, Saudi Arabia, Singapore, South Africa, the UAE, and the UK on their opinions about interactions with large organisations and vendors.

About 82% of UAE consumers against 79% global customers said that large organisations should make customer contact easier.

Surveyed consumers in the UAE expressed demand for “SuperServe” organisations, with 86% wanting immediate response, compared to a global rate of 79%.

To 81% of UAE consumers, and 63% global ones, convenience was viewed a more important preference than price, the report found.

“Customers will remain loyal to organisations that provide outstanding customer service, across every channel, and make communication easy,” Avaya’s vice president for the Middle East, Africa and Turkey Fadi Hani said.

More than 60% of UAE consumers and 50% of global ones said they would like organisations to use a smart speaker in customer service, whereas 78% of UAE consumers and 71% global ones preferred the use of voice biometrics instead of identification and verification questions.

“SuperServe organisations recognise the importance of high-quality human interactions, and will provide a contact centre service that leverages AI to anticipate customer needs. The organisations aiming to be successful will also make it possible to provide the same great experience across every channel—be it social, chat, email or phone,” Hani added.