top 5 reasons consumers don't want to talk to customer service
DESCRIPTION
Consumers don’t want to talk to customer service — they want to do things themselves. 57.7% of customers who call your company for help report having first gone to the website to try to solve their problem.TRANSCRIPT
The Effortless Experience identifies the top five reasons why consumers don’t want to talk to customer service reps. The book shows how customer service interactions are actually four times more likely to lead to disloyalty than loyalty. Today, the “golden ticket” in customer loyalty is reducing customer effort. Hint: Just make it easy.
Learn more: www.effortless-experience.com
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Top 5 Reasons Consumers Don’t Want to Talk to Customer Service
What’s more, 34% of customers are still on the site when they call you.
57.7% of customers who call your company for help report having first gone to the website to try to solve their problem.
They want to do things themselves.
62% of customers had to contact the company multiple times to resolve their issue.
They have to call more than once.
59% of customers reported being transferred at least once.
They hate being transferred.
56% of customers reported having to re-explain their issue at least once over the course of the service interaction.
They’re tired of repeating themselves.
59% of customers reported moderate to high perceived additional effort to resolve their issue.
And, most important— it just feels like a big hassle.