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

The content is accurate at the time of publication and is subject to change.

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:

Get 100,000 Bonus Points with the Radisson Rewards Premier Visa Signature

Posted: December 14, 2018

If you have been thinking about getting the Radisson Rewards Premier Visa Signature credit card, now might be the time to take another look because it now comes with 100,000 bonus points. This is a limited time offer, which is in play from ... Continue reading
Minor League Baseball and Allegiant Airlines Partner Up

Posted: December 13, 2018

Allegiant Airline and Minor League Baseball have inked a deal paving the way for a credit card partnership, one giving fans a credit card that reflects their fandom in terms of rewards whether they are traveling or catching a game. When ... Continue reading
Capital One Partners Up With Airlines

Posted: December 12, 2018

Capital One has partnered up with 14 airlines so that Venture and Spark cardholders can now use miles to pay for their flights. What is the transfer ratio? All of the carriers that have partnered up with Capital One, except for Emirates ... Continue reading
Get the latest news, articles and expert advice delivered to your inbox. It's FREE.
Earn 5% cash back at different places each quarter like gas stations, grocery stores, restaurants, Amazon.com and more up to the quarterly maximum, each time you activate.
For Excellent, Good Credit
INTRO OFFER: Discover will match ALL the Miles you've earned at the end of your first year, automatically. For example, if you earn 30,000 Miles, you get 60,000 Miles. That's $600 towards travel!
For Excellent, Good Credit
Earn 2% cash back on purchases: 1% when you buy plus 1% as you pay
For Excellent, Good Credit
You've successfully subscribed!

Please specify the following:All these fields are optional

Your Credit History
Themes you are interested in:

By providing this information you help us make our news letters more useful and informative. Thank you!