Twenty-eight percent (28%) of consumers are most frustrated when an agent says, “I don’t know,” “I can’t” or “you’ll need to speak to a manager.”Įmpower all agents with a current, consistent, well-organized knowledge base that will make even the newest employees sound like SMEs. Customer Service Agent Does Not Have the Knowledge or Ability to Resolve My Issue. Make sure your brand’s self-service offerings are complemented by assisted service channels such as a customer service phone number or live chat with highly-visible placement.Ģ. (There’s nothing courteous about being hung up on after waiting on hold for 20 minutes.) Avoid the use of rabbit hole IVR solutions or courtesy disconnects. What do your customers feel is an optimal response time? Set a standard from their feedback and work to meet or beat it.
Inability to Reach a Live Person for Support.Īlmost one-third (31%) of consumers listed not being able to engage with an agent when they needed to as their top complaint.Įxamine your customers’ experience when it comes to hold times. According to the survey here are consumers’ top four customer frustrations:ġ. This number is awfully high considering the technology available to both the customer and brands and organizations today, but common issues (most with relatively simple fixes) still remain.
In Microsoft’s 2016 State of Global Customer Service Report, 44% of the 5,000 respondents across Brazil, Germany, Japan, the UK and the United States said they feel it takes them, the customer, more effort to resolve their customer service issue than it does a brand. They usually just want the fastest resolution possible with the least amount of effort.īut it seems we may still have a long way to go in making things easy. Two, if you do it consistently, it stops being delightful and starts being an expectation.īut customers don’t expect (or evenly necessarily want) to be delighted every time they engage for customer service. Delighting customers is not the key to consistently satisfying customer service.
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