Across the demographics surveyed, customers expect the service and support agents they interact with to be consistent, accurate, and fast. In fact, 22% reported they would abandon a brand if they had conflicting information. While demand for customer self-service continues to grow, more than 52% of baby boomers will drop a brand if they can’t reach an agent - while 40% of Generation Z will abandon a brand if they can’t solve it on their own.
Unfortunately, many customer service agents lack the tools, technology and knowledge needed to deliver the relevant service experiences customers today demand. Despite significant advances in enterprise search, customer insight, and knowledge management, agents still struggle to quickly access the right information at the right time. They are buried in a mountain of unnecessary information – 41% of the information that the average agent receives each day is irrelevant to their job role.
“Service is a crucial element in keeping customers happy and, ultimately, preserving brand loyalty,” said
2022 Relevance Report: Service key findings include:
Three Strikes, and a Brand is Out
- Customers are losing patience faster than ever. 76% of customers said they would abandon a brand after three negative service experiences, a 3% increase from last year’s report.
- Meanwhile, the “one and done” mentality is on the rise. 12% of customers would drop a brand after only one negative service experience.
Service Could be Worse than Businesses Realize
- Customers will frequently leave a brand without any indication of dissatisfaction - no complaint, survey response, or social media call out. 46% of customers said they rarely or never complain about bad experiences, up from 44% last year.
Generations Define Good Service Differently
- Younger generations prefer self-service. 40% of Gen Z said they will desert a brand if they can’t resolve an issue on their own.
- But overcommitting to call deflection is a mistake, because more than 52% of Baby Boomers will drop a brand if they can’t speak to a person.
Conflicting Information Turns Customers Away
- 22% of customers said they would abandon a brand if they got conflicting information from customer service representatives.
As part of Coveo’s 2022 Relevance Report: Service,
Download the full report here.
About Coveo
We believe that relevance is critical for businesses to win in the new digital experience economy, to serve people the way they expect, and that applied AI is an imperative. Coveo is a market-leading AI-powered relevance platform. Our SaaS-native, multi-tenant platform injects search, recommendations, and personalization solutions into digital experiences. We provide solutions for commerce, service, website, and workplace applications. Our solutions are designed to provide tangible value to our customers by helping drive conversion and revenue growth, reduce customer support costs, increase customer satisfaction and website engagement, and improve employee proficiency and satisfaction.
Our AI powers relevant interactions for hundreds of the world’s most innovative brands and is supported by a large network of global system integrators and implementation partners.
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2022 GlobeNewswire, Inc., source