Consumers demand flawless service — and will bolt if they get anything less, according to the New Rules Of Customer Engagement, a global study by Freshworks.
Of the individuals
polled, 56% have stopped doing business with a brand or changed over to a competitor alter a single bad experience in the last 12 months.
U.S. customers are the most likely to split —
69% have done so. French shoppers are least likely — only 40% have walked out on a brand after an aggravating experience.
Overall, 60% will report a bad experience, either in
person or online on peer sites, review forums or social media.
And here’s the takeaway for email teams: Email is the most likely channel to cause a mishap — because it’s by
far the most widely used. Of those surveyed, 77% regularly interact with brands via email, compared to 54% who use the telephone. Another 42% utilize mobile apps, and 39% use live chat.
This
shows that brands better have their automation in place for sending transactional emails and fast responses to queries.
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In addition, 36% choose email for service interactions with a
brand, compared with 29% who prefer voice and 21% who prefer live chat.
Email largely wins across the globe — 36% in the U.S. prefer it and 44% in the UK. But two countries prefer voice
— India and Germany. Email comes up second in both cases.
Not that email stands alone. Of the consumers polled across the globe, 70% globally prefer brands that provide service via
multiple channels — i.e., email, chat, social.
In India, 90% feel that way, compared with 73% in Germany, 68% in the U.S., 65% in France and 63% in the UK.
Worldwide, 67%
use three or more channels, and 39% use five or more. Freshworks surveyed 3,000 consumers across several countries and regions.
The study shows that 47% of consumers have higher expectations
rom their favorite brands than they did two years ago. For 15%, those hopes have increased significantly.
But watch out for the 11% whose expectations have decreased.
The study also
found that 31% of consumers across the globe are willing to pay more for a great customer service experience. But don’t try to make a profit center out of this just yet — 31% strongly
disagree with that proposition, and 16% demur to an extent.
Only 14% strongly concur, 17% somewhat agree and 22% are neutral.
Finally, here’s a handy checklist of what to
correct. The most common customer frustrations, most of which concern phone interactions, are:
- Having to repeat myself over and over — 25%
- Waiting long enough
before receiving any resolution to my issue — 21%
- Difficulty in locating and contacting a customer service representative — 17%
- Switching between multiple service
representatives/teams for a resolution — 16%
- Facing service representatives who lack the knowledge to solve my issue — 11%
- Meeting with rude and unfriendly
representatives during an interaction — 5%