Consumers Want Better Customer Service - Other News

ADVERTISING DISCLOSURE

ADVERTISING DISCLOSURE:
Credit-Land.com is an independent, advertising-supported web site. Credit-Land.com receives compensation from most credit card issuers whose offers appear on our site. Compensation from our advertising partners impacts how and where their products appear on our site, including, for example, the order in which they may appear within review lists. Credit-Land.com has not reviewed all available credit card offers in the marketplace.

Credit Card Applications » News » Other » Consumers Want Better Customer Service

Consumers Want Better Customer Service

Customer service can make or break an experience for consumers, and according to a new study, there are gaps in what consumers expect and what they are getting. While fast food, internet providers and car rentals companies left consumers feeling unsatisfied and wanting more, three industries got a hearty thumbs up from consumers-the credit card industry, airlines and retailers.

The Customer Experience Transformation Benchmark Study released by inContact looked at consumer expectations and where companies needed to do better when it comes to customer service, as well as what role technology plays in their experience.

They found that while credit card companies and airlines are making the grade, others are having issues when it comes to giving consumers the kind of “fast resolution” they are looking for, with less than half indicating they are happy with the service they get from companies.

“This important research confirms that, even as we make incredible advances in technology and automation, companies are still struggling to deliver consistent, excellent customer service across all touchpoints,” said Paul Jarman, CEO at inContact.

Humans trump self-service

When it comes to getting help people like the human touch rather than going with the self-service options, with just 42% of people being happy when using agent-assisted and self-service channels.

What frustrates consumers the most when looking to get some help? Interactive Voice Response (IVR) systems and email interactions received the lowest ratings from consumers, with people indicating that they typically ended up feeling disgusted, angry and frustrated when using these methods to get their issues resolved.

And email was the least effective way for consumers to resolve their issues, with a third of people saying that the issue they were dealing with was ‘still ongoing’ or there was ‘nothing more the company can do.’

As you may have guessed actually talking to someone on the phone was the most popular way to get issues worked out.

Millennials weigh in on the matter

In this study, just 45% of millennials were satisfied with the level of customer service they’ve received – and the study shows that their expectations are high. They want the brands and companies they deal with to actually know what their history is with the company and be proactive when they have issues. Millennials also want them to offer streamlined integration of services.

When it comes to using self-service channels for customer service, whether that’s a website, app, bot or IVR technology, companies do better with older consumers, than they do with Millennials.

For this study, inContact queried 700 consumers who over the last three months had dealt with a company or brand’s customer service department. It was carried out between March 1 and 23, 2017.

Disclaimer: This editorial content is not provided or commissioned by the credit card issuer(s). Opinions expressed here are the author's alone, not those of the credit card issuer(s), and have not been reviewed, approved or otherwise endorsed by the credit card issuer(s). Reasonable efforts are made to present accurate information, however all information is presented without warranty. Consult a card's issuing bank for the terms & conditions.
All rates and fees, and other terms and conditions of the products mentioned in this article/post are actual as of the last update date but are subject to change. See the current products' Terms & Conditions on the issuing banks' websites.
Add to Favorites:

Related News:

Navy Federal Credit Union Upgrades the Go Rewards Credit Card

Posted: December 15, 2017

People with the Navy Federal Credit Union GO REWARDS MasterCard credit card now get more benefits with their card, including free two-day shipping and discounts when booking high-end rental homes. People can access the free shipping via ... Continue reading
New Credit Card Agreements for Marriott

Posted: December 14, 2017

Marriott International has inked new deals with JPMorgan Chase and American Express to extend the hoteliers relationship with both companies. With this deal, the Marriott Rewards and Ritz-Carlton Rewards Visa credit cards will continue to ... Continue reading
Avoid Holiday Scammers

Posted: December 13, 2017

Tis the season for fun, good times and shopping, and whether we like it or not, scammers. To give consumers a leg up on security PCN Bank has released tips to help them get the jump of hackers, scammers, and thieves, looking to cash in on ... Continue reading
Get the latest news, articles and expert advice delivered to your inbox. It's FREE.
We'll match all the Miles you've earned at the end of your first year. For example, if you earn 30,000 Miles, you get 60,000 Miles.
For Excellent, Good Credit
Earn 5% cash back at different places each quarter like gas stations, grocery stores, restaurants, Amazon.com, or wholesale clubs up to the quarterly maximum each time you activate.
For Excellent, Good Credit
Our application is quick and easy with instant pre-qualification available
For Fair / Good Credit