83% of consumers will spend more on brands with better customer support

New Ideas in MarketingEssential news for marketers, summarised by YouGov
December 01, 2021, 3:21 AM UTC

Brands should reconnect with consumers for the holiday season, according to Dixa's poll of consumers and service agents across the US and the UK.

66% of customers think companies’ customer service is inadequate, and 63% are frustrated while dealing with customer care agents. Navigating multiple customer support agents, according to 59% of customers, is the most frustrating experience.

Other annoyances include having to repeat details about the issue (53%) and extended hold times (40%). After just one bad customer experience (CX), consumers will stop buying from those brands. Consumers (83%), however, are likely to spend more money at businesses with better customer service.

Also, CX expectations increased among 61% of consumers since COVID-19. 34% expect better customer support in all digital platforms. Consumers want a balance of human interactions and digital tech solutions, as well as faster resolutions.

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