Airkit: 64% of consumers reported that customer service couldn’t solve their problems
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64% of consumers said they weren’t able to get help or resolve their issues through customer service, according to Airkit The 2021 State of the Digital Customer Experience Report. And, while some companies have already invested in new digital services before 2020, such as chat, text or chatbots, 20 to 33% of consumers have consistently rated digital service offerings from providers as “in need of improvement.” to “horrible”.
In 2020, COVID-19 restrictions forced consumers and businesses to go digital immediately, but most businesses were not ready. As a result, contact centers have been inundated with an unprecedented volume of calls for routine inquiries, such as order status, service cancellations, claim filings, or payment updates. When you take a look at the customer journey lifecycle, it means that customers are ready to buy and are forced to wait to connect with a representative. When they enter a service, they are forced to navigate a long, complex and paper-based process.
At the same time, customers already prefer digital self-service. In several industries, customers have increased their digital adoption and are turning to competitors with better digital offerings. Many of these customers are omnichannel ready already, and are frustrated when they have to repeatedly re-identify themselves on each engagement channel. Now more than ever, businesses need to be able to quickly deliver omnichannel digital experiences that deliver the service consumers need and drive customer action.
Airkit conducted a study of 1,000 adults in the United States from May to July 2021 to explore how consumers’ digital behaviors and habits have changed throughout the pandemic.
Read the full Airkit report.
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