Customer Service Will Continue To Be the Key Differentiator!
This is no surprise, as customers fully demand a positive experience, and they have little patience when it’s missing. Our research shows some of the frustrations that bring customers to their loyalty breaking point — in other words, when they’re likely to stop buying from a business or using its services:
Overall frustration: Three-quarters of customers will stop buying from a company due to bad experiences. And half of those only need a single incident or two before dancing.
Is anybody there?: 63% say long waits to speak to a human agent is their top frustration.
Can you repeat that?: 61% point to describing the issue multiple times, to multiple agents, as they’re transferred around.
Wrong person: 61% are upset when the person they reach can’t help them, and the right person isn’t immediately available.
One more time: 63% say it’s contacting customer service multiple times to get an issue resolved.
No phone calls: For 60%, it’s not having the option to reach customer service staff by phone.
Misunderstood: 56% cite phone menu systems that can’t understand their voice commands, forcing them to repeat prompts over and over.
Limited hours: 51% are frustrated when customer service isn’t available 24/7.
You can no longer hide bad customer service behind closed doors. Come with TeleforceUS Contac Center & BPO so that your clients experience the best customer service in the industry!
