Post by wekeve7933 on Dec 5, 2023 9:53:37 GMT
According to the results of the latest Zendesk research, the era of brands offering a single customer service channel is truly over. Some consumers now choose to complain about a brand on Twitter, others search for simple answers via Google and communicate with customer service by email only for complex issues… Zendesk has just revealed the results of its annual study, conducted by Loudhouse,
The Multi-Channel Customer Care Report ”. More than 3,000 consumers Email List who purchased a product or interacted with a brand's customer service in the past six months were surveyed online. Among the main trends noted in this study on customer relations: Customers want both the warmth of human communication and the speed and efficiency of automated service . Communication with customers is now truly multi-channel However, expectations differ depending on the support channel used Multichannel customers are less patient and expect much more from brands than five years ago Although the level of their expectations is very high, they are more willing to share their personal information, if it improves the service offered A look back, in detail, at what consumers expect from customer service in 2017…
Consumers demand human interactions on every channel Two-thirds (61%) of people admitted that they are more impatient with customer service than they were five years ago. And even, 86% prefer to be seen as an individual rather than benefit from new customer service technologies. Dynamic channels create dynamic expectations Consumers don't just want personalized experiences; they also want fast support . However, expectations vary by channel: 41% expect an immediate response when contacted by phone or face-to-face, and 47% expect the same via online chat. Responses to questions posed via social media messengers are expected within 10 minutes, while responses via social media (e.g. Twitter) are expected within 2 hours. Responses to emails are expected within 12 hours Customers therefore seem to adapt their expectations depending on the channel used. Businesses need to integrate this and develop appropriate strategies for each channel. Positive experience with customer service becomes a minimum The demand for fast service is greater than three years ago. But customers are now unfortunately less likely to be loyal to a brand solely because of a positive experience with customer service than they were in 2013 (75% vs. 55% today). This notable change seems to indicate that consumers increasingly view positive customer service experiences as a standard and are not necessarily willing to reward the company by becoming loyal to it.
The Multi-Channel Customer Care Report ”. More than 3,000 consumers Email List who purchased a product or interacted with a brand's customer service in the past six months were surveyed online. Among the main trends noted in this study on customer relations: Customers want both the warmth of human communication and the speed and efficiency of automated service . Communication with customers is now truly multi-channel However, expectations differ depending on the support channel used Multichannel customers are less patient and expect much more from brands than five years ago Although the level of their expectations is very high, they are more willing to share their personal information, if it improves the service offered A look back, in detail, at what consumers expect from customer service in 2017…
Consumers demand human interactions on every channel Two-thirds (61%) of people admitted that they are more impatient with customer service than they were five years ago. And even, 86% prefer to be seen as an individual rather than benefit from new customer service technologies. Dynamic channels create dynamic expectations Consumers don't just want personalized experiences; they also want fast support . However, expectations vary by channel: 41% expect an immediate response when contacted by phone or face-to-face, and 47% expect the same via online chat. Responses to questions posed via social media messengers are expected within 10 minutes, while responses via social media (e.g. Twitter) are expected within 2 hours. Responses to emails are expected within 12 hours Customers therefore seem to adapt their expectations depending on the channel used. Businesses need to integrate this and develop appropriate strategies for each channel. Positive experience with customer service becomes a minimum The demand for fast service is greater than three years ago. But customers are now unfortunately less likely to be loyal to a brand solely because of a positive experience with customer service than they were in 2013 (75% vs. 55% today). This notable change seems to indicate that consumers increasingly view positive customer service experiences as a standard and are not necessarily willing to reward the company by becoming loyal to it.
