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.
[3 minute read]