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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.
Can't tell you how many times I've heard that and thought, hmm why not hire more people to handle a 30+ minute wait time. Or, how about you just tell me when you lowest call volume is and I'll call back then. But, somehow I think your higher than normal is actually your normal call volume.
Last time I was experiencing a problem I called 7 days in a row, with each new person assuring me they would be the one to fix the issue. Finally on the 7th day the last person told me to not call back as it wouldn't help resolve the issue. So I haven't called back. Instead I took it upon myself to resolve the issue and found an alternative solution that didn't involve their services anymore. Now that I have an alternative, they are calling me to ask if I'm still experiencing problem. The last call they made to me was awesome, "are you still experiencing problems", nope I canceled your service about a week ago, "[click]".