Top 5, Americans’ top customer support complaints and why human support is still required

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Customer support complaintsCustomer engagement and personalization are hot topics this year and are taking the marketing world by storm. Yet with so many options available to connect with your customers, questions remain on how to provide a consistent and sustainable approach across every channel. Each week, we share insightful perspectives from some of the brightest minds in customer experience, on how to adapt your strategy to best engage with your potential customers along every step of their digital journey.


Feel free to share an outstanding post we may have missed this week in the comments below, or nominate articles for next week’s Top Ten by emailing us at jennifer@videodesk.com.

  1.  Why human support is still required

This may come as a disappointment to many tech-loving businesses…but customers still prefer to talk with human customer service reps rather than a computer. It turns out hiring customer service reps and equipping them with high-quality customer service software is the way forward for businesses who want to win their customers’ hearts.  If you’re in the online sales, customer service, healthcare or education fields, this article is for you.

  1.  Driving them crazy: Americans’ top customer support complaints

90% of Americans have had to deal with customer service for one reason or another during the past year and many have been left frustrated with the results. The top grievance this year, cited by 75% of customers, was not being able to get a real human on the phone (does this sound familiar?). Check out the other worst customer service faux-pas for 2015, and don’t worry, there is nothing that videodesk live video engagement can’t solve !

  1. Forrester’s 2016 predictions for customer focused businesses

Will your company be categorized as a CX leader or laggard in 2016? Forrester has released its latest predictions on the 10 things successful CIOs will do to drive growth through customer experience in 2016. Download the full report here for free to see where your business stands.

  1.  Five ways to win on customer experience

People are used to getting what/where/how/when/ they want it and they now expect on-demand personalized service from all companies. Learn how to give it to them in 5 simple steps.

  1.  Personalization and owning the customer experience

Giving customers easy access to a company representative via chat is just one of the steps towards growing your customer base and increasing brand loyalty.

 

We’re here to help. If you want to learn more about offering immediate, personal, flexible and powerful visitor-driven engagement on your website, contact us live on our website!

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