It is not easy to reach someone in person when seeking customer service. According to Accenture Strategy’s latest Global Consumer Pulse Research, U.S. consumers say it is becoming harder to do so, even as companies work to be more accessible.
Source: CRM.com, May 2016.
As organizations invest in digital technologies and channels to support customer service, they have started to over-rely on these channels. This has given rise to “human-less” customer service, and it’s not being well received.
INSIGHTS: Here’s a take-home from this information: Eighty percent of switchers feel the company could have done something to retain them. And, 83 percent say that if companies provided better in-person customer service, it would affect their decision to switch. REMEMBER, most customers are not in an immediate or emergency situation. They will appreciate a courteous person setting a time to call back.