![]() ![]() Some of those reading these stats may be concerned. Unfortunately, with many support centers, this kind of irrationality and inconsistency does exist. There is an old saying that insanity is doing the same thing again and again and expecting a different result. It’s not uncommon to hear customers claim that if they don’t like an answer they receive from a support rep, they just hang up, call back and present the same question to a different rep. It causes confusion and a loss of the customer’s confidence. Consistent Answers: Seventy-six percent of customers receive conflicting answers from different support agents when asking the same questions.The three popular terms callers use to get past the computerized support are representative, customer service and live person. Ninety-eight percent of customers try to skip the IVR. Skip the IVR: The Interactive Voice Response systems that many companies use are a major frustration point for customers.And, if you can deliver both speed and personalization, you have a winning combination. The numbers are close, but the point is that customers want to be treated like people, not account numbers. The survey found that 59% of customers said being treated as an individual was more important than how fast the issue was resolved (53%). Sixty-one percent of the people surveyed felt they were treated like case numbers rather than people. Now they want the experience to be personalized. Personalized Service: It used to be that customers wanted a fast response to their questions or complaints.According to the survey, 71% desire a consistent experience across any channel, but only 29% receive it. ![]() Customers expect no repeats, one answer and multiple channels. Furthermore, if the customer makes a complaint online with a chatbot, an agent who takes over should be asking questions about the complaint, not asking the customer to repeat the story. They don’t want to repeat it to multiple customer service agents. Zero Repeats: When there is a problem, they only want to tell their story one time. ![]()
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