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Average Time To Resolve Problems is Three Times Higher Than Customers Want (zdnet.com)
Businesses seem to be setting the bar for "good" customer service too low, according to a recent study, which could have significant business impact as the customer experience becomes even more vital as customers decide to buy. From a report: Boston, Mass.- based identity and access company LogMeIn recently released a study to analyze the business impact and consumer attitudes of today's customers and their journey to a sale. It surveyed over 5,000 respondents consisting of business leaders and consumers around the globe. Its 2018 AI Customer Experience study shows that over one-third of consumers were not impressed with their customer journey. Over four out of five (83 percent) of consumers citied an average or poor experience, saying that they had at least one issue while interacting with a brand. Conversely, 80 percent of businesses believe their customers would give them a favorable review -- even whilst admitting that less than half of customer queries are resolved during the first interaction. Two-thirds (68 percent) of business respondents agree that their agents struggle with the volume of customer enquiries, and 61 percent of consumers feel that it takes too long for an enquiry to be resolved.
Could it be that rampant, unchecked free market capitalism means that companies are employing less people to do the same amount or more work and customers are noticing?
Hey, but don't worry, this is definitely the most efficient system and nobody could possibly to better, probably. And all that money will eventually trickle down to the rest of us, right? I mean, it's not like these businesses are paying people stagnant or lower wages and the rich are walking away with ever bigger slices of the pie, right?
Right?!
I think it's 3 x yesterday = 3 days ago.
Indeed. Not only do people want their problems fixed immediately, they don't want to have the problems in the first place.
Also if 4 of 5 people have problems with "at least one brand", and companies think 80% of their customers are satisfied, these two facts are not mathematically inconsistent. They can both be true.
Here''s a great way to fix customer problems: Require the engineers who designed the product to spend one day a week doing 2nd tier support. It is amazing how much this motivates them to improve the product.
Nobody has the time to read a 20 page wall of text or the money to hire a lawyer to tell them what it actually says. Those walls of text are another example of poor customer interaction and when they contain anything even vaguely surprising buried in paragraph 4 on page 10 in fine print, border on fraud.