According to a recent survey conducted in the USA by Morning Consult, customers expect more from customer service.
In today’s market, customers have increasing requirements for service. People need immediate, high-quality assistance around the clock. Yet that’s just the tip of the iceberg; consumers’ demand for individualised service, together with developments in communication channels and technological capabilities, are all influencing the direction of customer experience (CX) in the near future.
Zoom hired Morning Consult to poll its customers to learn about their ideal customer service interaction. Moreover, the report highlights the areas in which companies are falling short in meeting customers’ requirements, from being sociable to providing chatbot-based solutions.
See the results of our poll and the Customer Experience (CX) trends that are developing in response to the change in expectations.
After a negative interaction with a brand, customers will look elsewhere.
Poor customer service was a significant factor in respondents abandoning a brand. After only one or two bad customer service interactions, more than half of customers (59%) would consider switching to a rival.
They characterise insufficient assistance in several ways:
Incorrect data. About half (44%) of those polled cited wrong resolutions as a factor in their overall unsatisfactory support experience.
Always having to wait around. While most customers (85%) believe having a low wait time is essential to receiving support, only a tiny fraction (51%) gets this service.
A bad customer service experience has repercussions beyond just losing one customer. Customers with bad experiences with support are more likely to tell others about it, which might lower your Net Promoter Score (NPS).
About half (57%) of customers say they would warn others to stay away from the company.
A larger-than-average proportion (over 35%) would post a bad review online, while 31% would mention the business on social media.
Just how can we make use of and make the most of Chatbox’s automated capabilities?
I’m having trouble getting a timely response to my enquiry, a resolution to my problem, or a referral to the appropriate resource.
“There’s an increased appetite for experiences that genuinely integrate technology and virtual experiences with live human agent help,” said Mahesh Ram during the fireside talk. With today’s technology, we can do that in ways that were unthinkable only five years ago.
Sixty-seven per cent of respondents said they had used a chatbot at least once in the past year, proving that chatbots have now entered the mainstream. Nevertheless, 81% of chatbot users reported satisfaction with their most recent support interaction.
72% of chatbot power users (a growing segment of people who use chatbots more than once a month) said they were more likely to post a positive review about the brand or company after having a positive interaction with a chatbot.
So there is room for you to improve consumer expectations with our new technology. Schedule a free consultation today!