Contact channels other than the phone (email, self-service, chat, etc.) currently account for over 30% of customer service engagements. And 76% of today’s consumers want to use 3-4 channels when communicating with businesses. But despite the apparent demand for an efficient multichannel customer care strategy, contact centers still aren’t delivering on consumers’ expectations.
Consider the following:
- 94% of all online retailers provide email customer service, but 27% of email inquires are answered incorrectly.
- 69% of customers said they were on hold for too long when seeking help from a company.
- 75% of customers believe it takes too long to reach a live agent.
- According to consumers, customer service agents failed to answer their questions 50% of the time.
- 35% of consumers say they rarely or never receive an answer or have their complaint(s) resolved through social media.
- 56% of customer tweets to companies go ignored.
- 67% of customers have hung up the phone out of frustration they could not talk to a real person.
- 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.
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