Consumers want companies to bring back human customer service


“While good customer service is desired in any circumstance, during a disruption it becomes paramount,” said CGS president and CEO Phil Friedman. “Good service isn’t just good for the consumer, it’s beneficial to the brand in the long term. The survey findings also confirm the need for personalization while balancing consumers’ data privacy. As we close in on the one-year anniversary of GDPR, it’s no surprise that the UK market is hypersensitive to the benefits of privacy regulations.” 
 
SEE: 10 ways to communicate more effectively with customers and co-workers (free PDF) (TechRepublic)
 
“It makes sense why, of the respondents who were disappointed by a brand over the past year—28.1% of US and 23.6% of UK consumers; chalk this up to not being able to reach a human agent. And, just over 17% of US and UK consumers were disappointed in the inability of chatbots to resolve their issues,” the report said. 
 
“Beyond just reaching a human agent, 37.5% of US consumers and 30.3% of UK consumers say ‘working with a friendly agent’ is another major factor in leaving a customer service interaction happy,” the study noted.





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