Skip the BOT

  • 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.

Service Crossword Concept

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.

About richmeyer

Rich is a passionate marketer who is able to quickly understand what turns a prospect into a customer. He challenges the status quo and always asks "what can we do better"? He knows how to take analytics and turn them into opportunities and he is a great communicator.

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