It’s 4:35pm at work on a sunny Friday afternoon. You’ve been on hold with customer service on the phone for the past 15 minutes trying to get an issue resolved.
You tried to get the problem resolved on social media earlier in the day, but no one from the company replied to your Facebook post or tweet.
Your family is home, packed and ready to leave for the cottage as soon as you get home from work. Now all you can do is wait for their customer representative to get back to you.
In fact, can you remember the last time you contacted customer service about an issue and received a solution quickly without any hassle? Why does getting customer support have to be so hard?
In a recent study by Ovum and LogMeIn, customers and call center managers were asked about customer service experiences and support channels.
The infographic from LogMeIn highlights the results from the study. One takeaway didn’t surprise me: customers want quick answers and access to customer support agents.
What did surprise me was the number of customers who stopped doing business with a company following a bad experience: 76 percent. That’s three out of four customers. That’s scary.
While there’s a lot of frustrations voiced from customers in the study, contact center managers are listening. They’re working to improve access and offer additional customer support options: over 20 percent will invest in live chat in 2015.
I’m a big fan of live chat, using it weekly to for customer support. It’s handy, fast, and I like getting a quick answer. Even better, I don’t have to invest a lot of time waiting for an answer.
Check out more of the highlights from the infographic.
Where Contact Centers are Missing the Mark with Customer Care: Customer Loyalty is at Risk
Seventy-six percent have stopped doing business with a company following a bad customer experience.
Customers are frustrated by long wait times and lack of access to live agents.
- 48 percent believe that the ability to reach the right representative has worsened over the last two years
- 43 percent stated that automated telephony systems are annoying
Businesses want to improve wait times and allow customers to connect quickly.
- 76 percent of call centers are tracking customer satisfaction
- 28 percent of contact center managers will prioritize response time improvements and invest in web and mobile tools
Live chat is becoming an important support channel for customers.
- The number of customers using live chat has doubled in two years, from 14 percent to 28 percent
- Over 20 percent of contact center managers will invest in live chat in 2015
Many customers research information online before speaking to a contact center agent.
- If customers knew they could get a resolution to their issues on the first attempt, over 70 percent would choose a channel other than phone
- 61 percent use the web to find information before calling a contact center
- But only 11 percent successfully resolve their issues using websites or FAQ pages
- This drops to just 5 percent that have resolved issues on social media
Ultimately customers want fast resolutions and access to agents.
- On average, customers expect a response within four minutes for chat and phone interactions
- 64 percent want easier access to representatives
- As long as customers get personalized assistance to pressing issues and resolutions, they will be satisfied
- Live agent access could include interactions in any channel from chat to social media to phone