Why Customer Service Has Social Problems

Why Customer Service Has Social Problems

Why Customer Service Has Social ProblemsWhy Customer Service Has Social Problems

Survey respondents said they’d rather go to the dentist than place a phone call to customer service, and most prefer to engage a business on social media.

Social OutletSocial Outlet

Two-thirds of surveyed consumers said they’d use social media when pursuing customer support inquiries if the tools were available.

Leader of the PackLeader of the Pack

82% of those surveyed picked Facebook as the top social media platform for interacting with customer service teams.

Mixed ReviewsMixed Reviews

37% of social media users would post a comment about a positive customer service experience, while 34% would do so about a negative one.

Online ResearchOnline Research

41% check a company’s FAQ first when they have a question, with 34% of these respondents saying they like to find out answers for themselves without anyone’s help.

Old School ToolsOld School Tools

80% said that getting customer service over the phone is inconvenient, and 56% feel the same way about customer support via email.

Lesser EvilsLesser Evils

One-quarter said they’d rather get their teeth cleaned at the dentist than place a phone call to customer service, and one-fifth say they’d rather go to the Department of Motor Vehicles to get a new ID.

Quick ConversationQuick Conversation

Two-thirds expect a customer-support response within 10 minutes if their inquiry/complaint is made via chat, and 20% have set the same response expectations for inquiries/complaints made through social media.

Bad ExchangeBad Exchange

Nearly nine out of 10 said they’ve had at least one negative customer-service interaction in the past.

Three StrikesThree Strikes

On average, it takes three bad support interactions for a customer to stop using a brand, but 22% of Millennials would abandon a company after just one bad interaction.

Dennis McCafferty
Dennis McCafferty
Dennis McCafferty is a contributor to CIO Insight. He covers topics such as IT leadership, IT strategy, collaboration, and IT for businesses.

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