- 55% of customers report that they prefer to speak with human customer service agents on the phone.
- [inlinetweet prefix=”” tweeter=”” suffix=””]When faced with a phone tree, where consumers need to push more than one button to speak with a person, 73% of shoppers skip the maze and press “0.”[/inlinetweet]
- Only 17% of retail customers expect to resolve an issue with their order without human assistance.
[inlinetweet prefix=”” tweeter=”” suffix=””]A whopping 82% of consumers report that just one poor experience with a brand will reduce the likelihood that they will recommend the brand to others[/inlinetweet]. In other words, you have one chance to make a great first impression.
43% of the consumers participating in a study said “I want to connect with a real human who can understand my problem.” It was the top reason, even compared with concerns like efficiency, data security and more.
What does this mean?
1ne: Your customer service people are an important part of your brand. Train and pay them well and let them solve customers’ problems.
2wo: The best marketing/products can be neutralized by bad customer service.
3hree: Brands should be constantly evaluating and improving their customer service.
4our: Stop looking at your brand from the inside..look at it as a customer.
Why in the world would you subject your best customers to a BOT? Technology is not always better.