Many consumers are unhappy with current digital customer support experiences:
find dealing with organisations around customer service issues tiring and exhausting
believe organisations should make it easier to contact them by phone, webchat, email, messaging and social media
say it often takes too long to get through to an advisor
say something has gone wrong at least 40% of the times they use online self-service
Fraud is now front of mind for many consumers and creating uncertainty about digital channels. Organisations need to understand the impact of fraud on their customers and the current levels of alarm.
An effective way to reduce customer frustration and negative brand perceptions is to increase the levels of agency customers feel they have.
These three key focuses can have a significant impact on their satisfaction:
Chatbots currently represent the frontline of AI in the digital customer service environment.
But even though consumers believe chatbots have a function within customer service, it’s currently a limited one:
of consumers agree that bad chatbots damage their organisation’s brand reputation
of consumers say that chatbots provide information that is too generic
of consumers say that chatbots often suggest solutions that they’ve already tried
of consumers want real human agents to check the more complicated responses of chatbots
Chatbots currently represent the frontline of AI in the digital customer service environment. But even though consumers believe chatbots have a function within customer service, it’s currently a limited one:
70%
agree that bad chatbots damage brand reputation
71%
say chatbots give information that’s too generic
74%
say chatbots offer solutions they’ve already tried
79%
want human agents to check the chatbot replies
For all our technological advancement, human interactions still remain at the heart of customer contact. Today, when digital channels don’t fulfil their potential and customers are frustrated or in crisis, customers immediately want to deal with a person.
In 2023, organisations have many of the ingredients for outstanding customer service to support digital transactions – they’ve just yet to find the right balance that will unlock the value of their existing technologies.
We can work with you to find that balance, combining the latest technologies with human support to create a next-generation customer service in your contact centre.
