Sunday Statistics – Can You Hear Me Now?

  • Customers stay on hold for 11 minutes before hanging up on a support call
  • A third of internet users find voice/phone support the most annoying customer support service

Key Takeaway:  With the amount of technology available today, it’s even easier to connect than ever before.  It used to be that the most important aspect of a customer service program was it’s call center.  This just isn’t the case anymore.  Customers have more options to find a solution than wasting precious time on a never-ending hold.  The customer support number has become something cringe-worthy and consumers will go out of their way to avoid this.  It’s become the “last resort” option to fixing issues or getting information.

Of course, it is STILL handy to have for those consumers who prefer it or those situations that are a bit more complicated to resolve but you should offer more channels of communication.  Have a dedicated support staff for each option you present, such as Twitter, live chat, mobile app, etc.  By offering multiple places for a consumer to reach out and find solutions, you are showing that you care and want to be accessible – to make it easier on them.  This speaks volumes to a consumer who will choose this kind of company – with omni-channel support – over and over again.

Contact your local digital marketing agency today to increase your brand reputation and implement amazing customer care tools into your overall customer service strategy!

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