Consumers Turn to Texts for Customer Service Issues
Some frustrated customers reported going so far as yelling at the call center agent (18 percent) or hanging up the phone (40 percent).Consumers are getting fed up with poor customer service, according to Corvisa's survey of more than 1,200 U.S. consumers, which found that 48 percent of respondents have stopped doing business with a company due to negative customer service experiences in the past year. Some frustrated customers reported going so far as yelling at the call center agent (18 percent) or hanging up the phone (40 percent). Although the Internet has become a major avenue for communication, 41 percent of customers still rank phone calls as their top method of communicating with customer service; this number increases to 56 percent when customers are frustrated. "Many businesses have a perception that better technology will pave the way for better customer service, but technology is only as good as the plans behind it," Katie Kregel, Corvisa vice president of marketing, told eWEEK. "We always advise our clients to truly understand their business processes and articulate the desired outcomes before taking any other actions. Be sure to include both IT and line-of-business members in this effort."
Kregel suggested that, as part of this exercise, it's important to take the time to walk in your customers' shoes, starting with a typical scenario and experiencing it firsthand.