Why Customer Service Has Social Problems

By Dennis McCafferty  |  Posted 08-25-2015 Email

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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