Modern-day customer service can be a make or break aspect of a business, with 43% of customers preferring to clean a toilet rather than call for support. Many customers fear the frustrating experience of long hold times, inept agents, and being transferred multiple times, resulting in a negative perception of customer service. While some companies meet customers’ expectations, many fall short, leading to increased emphasis on improving customer service in the future.
The Contact Center Week (CCW) board focuses on creating the best customer experience, utilizing AI and other technologies to drive improvements. While costs have decreased, many companies still struggle to invest in these technologies. In a survey of 1,000 U.S. consumers, results revealed that 91% believe companies should prioritize customer service, 43% have experienced more bad experiences in the past year, and 61% feel their time is not valued when contacting customer support.
Contact centers are seeing a shift towards self-service support driven by AI, with companies investing in technology reaping the benefits of higher ratings among customers. However, 70% of customers still prefer to solve problems via phone call, with 67% feeling uncomfortable doing business with companies that only offer self-service options. Moreover, 26% of customers have stopped doing business with companies due to the lack of self-service options, particularly among Gen-Z and Millennials.
Negative experiences with customer support can lead to customers never returning to a business, with rudeness, being transferred to different agents, repeating the same story, and long hold times being the main triggers for customer dissatisfaction. In contrast, positive experiences with helpful, knowledgeable, and friendly employees can lead to customers returning, recommending the company to friends, and writing positive reviews. This emphasizes the importance of consistency in delivering exceptional customer service.
Customers are willing to go to great lengths to do business with companies that provide excellent service, with 85% willing to go out of their way and 51% willing to pay more for a great experience. The key to unbeatable customer service lies in consistently providing helpful, knowledgeable, and friendly service to customers. While simple in theory, achieving this consistently is a challenge for many companies, but it is essential for building strong customer relationships. By prioritizing customer service and investing in the right technologies, businesses can differentiate themselves and build a loyal customer base.
