According to consumers, customer service agents fail to answer their questions 50% of the time.*
So, you’re yelling your birthdate into the phone for the third time at the automated message, then sitting and sitting and sitting on hold, waiting to talk to a person who will answer your question and solve your problem. But when you finally get someone, they can’t. Or don’t. Or won’t. They fail to answer your question.
It’s frustrating – and it happens more than you’d think. According to consumers, customer service agents failed to answer their questions 50% of the time. Whether it’s not knowing the answer, or thinking problems were resolved when they weren’t, the result is the same – customer dissatisfaction.
Customers lose faith and patience when businesses don’t address their issues and make them feel whole. They’re likely to just take their business and go. And they always have the option to vent on social media or review sites where they will no doubt be heard – by you AND the world at large.
Learn what’s getting in the way of responsive customer service and problem resolution at your organization. Sogolytics CX will help you listen to your customers, identify common concerns, and predict what information they’ll need so you can be prepared to give them the answers they deserve.
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