• Like
Top 5 Reasons Consumers Don't Want to Talk to Customer Service
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

Top 5 Reasons Consumers Don't Want to Talk to Customer Service

  • 380 views
Published

Consumers don’t want to talk to customer service — they want to do things themselves. 57.7% of customers who call your company for help report having first gone to the website to try to solve their …

Consumers don’t want to talk to customer service — they want to do things themselves. 57.7% of customers who call your company for help report having first gone to the website to try to solve their problem.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
380
On SlideShare
0
From Embeds
0
Number of Embeds
2

Actions

Shares
Downloads
3
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Top 5 Reasons Consumers Don’t Want to Talk to Customer Service They want to do things themselves. 57.7% of customers who What’s more, 34% of customers are still on the site when they call you. call your company for help report having first gone to the website to try to solve their problem. They have to call more than once. 62% of customers had to contact the company multiple times to resolve their issue. They hate being transferred. 59% of customers reported being transferred at least once. They’re tired of repeating themselves. 56% of customers reported having to re-explain their issue at least once over the course of the service interaction. And, most important— it just feels like a big hassle. 59% of customers reported moderate to high perceived additional effort to resolve their issue. The Effortless Experience identifies the top five reasons why consumers don’t want to talk to customer service reps. The book shows how customer service interactions are actually four times more likely to lead to disloyalty than loyalty. Today, the “golden ticket” in customer loyalty is reducing customer effort. Hint: Just make it easy. Learn more: www.effortless-experience.com Contact us at: CEBPR@executiveboard.com © 2013 The Corporate Executive Board Company. All Rights Reserved. CEB135329GD