According to customer engagement platform, Dixa, brands are struggling to meet evolving consumer demands and expectations. Previous research has already shown that a large majority of consumers will likely stop purchasing goods from brands after a handful of bad customer service experiences. Some consumers will even stop buying from the brand after just one bad customer experience. Even if they have not driven their customers away, brands need to start reconnecting with their consumers immediately if they want to succeed in the coming year.
Based on data by Dixa, up to 66 percent of customers are saying that companies are still not getting customer service right. Many have cited feeling frustrated when having to interact with customer service agents. Some of the prominent pain points include being passed through to multiple service agents, having to repeat details of the issue they are in contact about, and long hold times. However, up to 83 percent of customers surveyed said that they would be willing to continue spending on a brand if they received good customer service.
Since the onset of the Covid-19 pandemic, customer expectations have actually seen a drastic increase. Consumers are expecting companies to adapt to the evolving situation, and as such, are also expecting much better support across all digital channels. They are also hoping for a better balance between human interaction and autonomous digital solutions.
Brands have long begun incorporating omnichannel and multi-experience to form a seamless network of connectivity and communications for their consumer base. Unfortunately, in their haste to adopt digital solution and efficient response systems, many organizations have unintentionally pushed great customer service out of the limelight. The customer experience is a key factor that directly affects the bottom line, and its significance has only grown over the course of the pandemic.
