Using Knowledge to Fix Customer Service Centers
Top Three Pain Points
Asked to pick things they dislike most about customer service centers, respondents picked the following: Different customer service agents giving different answers: 41%, Customer service agents not knowing the answer: 34%, An answer was not on a company’s Website: 31%
Complaints by Sector
According to respondents, the worst performers in this area were: Government: 56%, Tech-oriented sector: 47%, Cell phones: 46%, Communications providers: 45%, Online retailers: 33%
Agents’ Ignorance
The customer complaint breakout for lack of agents’ knowledge is as follows: Offline retail: 47%, Technology sectors: 47%, Property, casualty and life insurance: 25%
Knowledge Management Systems Needed
According to the report, because self-service handles the simple questions, the solution is smarter knowledge management systems.
Finding Answers on Websites
Online retail and banks perform the worst, according to 40% and 36% of respondents. 27% of consumers think this is a major pain point even in technology, the best-performing sector.
Young Consumers Are Less Forgiving
40% of Gen Y consumers find agents not knowledgeable enough, compared to 23% of seniors.
More on the Generation Gap
9% of Gen Y consumers found lack of knowledge the main road block to service, compared to 35% of seniors. This may be because younger consumers know more and are more demanding.
Opportunity for Knowledge-Powered Self-Service
There is a “huge opportunity” across industries to reduce Website abandonment and differentiate services through knowledge-powered self-service, according to the report.
