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Why Customer Service Has Social Problems

 
 
By Dennis McCafferty  |  Posted 08-25-2015 Email
 
 
 
 
 
 
 
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    Why Customer Service Has Social Problems
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    Why 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.
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    Social Outlet
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    Social Outlet

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

    82% of those surveyed picked Facebook as the top social media platform for interacting with customer service teams.
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    Mixed Reviews
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    Mixed 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.
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    Online Research
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    Online 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.
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    Old School Tools
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    Old School Tools

    80% said that getting customer service over the phone is inconvenient, and 56% feel the same way about customer support via email.
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    Lesser Evils
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    Lesser 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.
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    Quick Conversation
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    Quick 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.
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    Bad Exchange
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    Bad Exchange

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

When it comes to pursuing customer service inquiries and complaints, users are taking an out-with-the-old-in-with-the-new approach, according to a recent survey from Desk.com. In this case, "old" refers not only to phone calls, but email as well. And "new" translates to social media and chat-based options. The survey report, titled "Crossing The Generational Divide: Providing Customer Service for Today's Consumers," places much of its focus on the preferences of Millennials. However, it also sheds insight upon the behaviors and experiences of consumers as a whole, and we're highlighting those findings here. CIOs and their tech teams need to stay on top of shifts within customer preferences, because survey respondents said it only takes a few bad customer-service experiences to stop doing business with a company. And while many social media users are happy to post positive remarks about a support interaction, there are plenty who are willing to post negative ones as well. More than 2,000 U.S. consumers took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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