Americans would rather shave their head than contact customer support
A quarter of Americans would rather shave their head than contact customer support, according to new research.
The survey of 2,000 Americans (who have ever dealt with customer support) revealed 24% would prefer to shave their head than speak with customer service — and that’s not the only extreme some respondents are willing to go to.
Instead of trying to resolve an issue, respondents would rather do their taxes (30%), go to the dentist (28%) or go to the DMV (25%). Twenty-two percent would even choose a night in jail over dealing with a customer support representative.
Conducted by OnePoll on behalf of Twilio Flex, the survey looked at the effect customer service can have on Americans’ habits — then it also dug into the current pain points people experience, to see why they might go to such extremes to avoid resolving their issue.
According to the survey results, 62% of respondents have stopped using a company or service specifically because of a bad customer support experience.
And the opposite is true as well: 80% of respondents are more likely to be loyal to a company in the future if they have a positive experience with their support team.
Results found negative experiences, unfortunately, tend to be more prevalent: it takes an average of three attempts and more than an hour and a half on hold — in order to solve just one issue with customer support.
Respondents spend 42 minutes on hold each time they contact customer service, which they have to do about three times per issue.
But even once they are able to speak with a representative, their issue is resolved less than half the time — with an average success rate of only 46%.
Two-thirds (65%) of those surveyed said it “doesn’t feel worth it” to get an issue resolved, due to the time and effort it takes.
When asked about specific pain points, needing to repeat details of an issue to a new representative after being transferred or disconnected (45%) was revealed to cause the most frustration for respondents.
That was followed by needing to contact a company multiple times to get an issue resolved (42%) — and having only one option for a communication method (email, phone, etc.) to reach a customer support representative (40%).
And all the frustrations that come with contacting customer service might be why 66% of respondents delay reaching out.
For those who delay contacting someone after an issue arises, the average respondent waits for a little over two weeks — or about 16 days.
This has caused respondents to get stuck in unwanted contracts because they miss the cancellation window (46%), miss the return window for products (44%) and even lose money on an item or service (41%).
“A major root cause of bad customer service is enabling technology that isn’t built to meet today’s customer expectations,” said Simonetta Turek, GM of Customer Experience Products, including Flex, Twilio’s contact center solution. “Representatives aren’t equipped to deliver seamless and contextual experiences when they’re using outdated technology not designed foremost with the customer experience and customer journey in mind. This results in a poor experience for both the representatives and customers.”
What would help solve the common frustrations? Respondents would like it if representatives had access to relevant information to better serve them, so they don’t have to repeat themselves if transferred (54%).
In addition to that, people surveyed want to be able to solve their issue without speaking on the phone to a live person (52%) and have multiple ways to contact support to get their issue resolved (51%).
Results also found that — of those who currently delay reaching out to customer service — 84% said they’d be less likely to do so if they had multiple ways to contact them.
“Customers expect a different experience from businesses — one that is personalized from the very first interaction, from the point of sale all the way to when they reach out for assistance,” said Turek. “Businesses need to take advantage of the technology available to provide these end-to-end experiences. These include easy to implement omni-channel functionality, shared context across contact center representatives and other customer-facing personnel, such as retail floor associates, and providing personalized offers and relevant product or service information. Those that don’t adopt new channels and maximize the value of existing customer information will lose out on loyalty and ongoing business opportunities.”
TOP PAIN POINTS RESPONDENTS FIND WHEN DEALING WITH CUSTOMER SUPPORT
- Having to repeat details of the issue to a new representative after being transferred or being disconnected — 45%
- Having to contact a company multiple times to get an issue resolved — 42%
- Only having one option in which to reach a customer support representative (ex. needing to call or email; not having a live chat or SMS option) — 40%
- Not being able to reach a live person quickly — 39% (tied)
- Spending time on hold listening to bad music while — 39% (tied)
- Poor connection resulting in getting disconnected or having a hard time hearing the representative — 37%
- Not being able to resolve an issue online — 30%
- Navigating the button options (“press two for xx”) — 28%
- Limited times in which I can call for help — 24%
WHAT WOULD HELP SOLVE THE PAIN POINTS OF DEALING WITH CUSTOMER SUPPORT?
- The representative has access to relevant information to their issue, so they don’t have to repeat themselves when transferred — 54%
- Being able to solve their issue without speaking on the phone to a live person (through text, online live chat, self-service online etc.) — 52%
- Having multiple ways to contact customer support (phone call, SMS text, Whats App, online live chat) — 51%
- Clear directions on how to get connected to a live person quickly — 47%
- Being able to solve their issue online — 39%
相關影片推薦
- 2:44北京電動車展登場 中國品牌「內卷」大戰 117款新車首度亮相Yahoo奇摩(國際通)14,885 次觀看・15 小時前
- 1:39世界第一台獲認證飛行車AirCar 喜迎首名乘客 將在中國生產 售價1629萬起Yahoo奇摩(國際通)10,240 次觀看・12 小時前
- 1:582024環球小姐取消年齡上限 阿根廷60歲佳麗驚歎出線 爭取為國爭光Yahoo奇摩(國際通)22,888 次觀看・15 小時前
- 1:46百年米粉廠食安出包 炊粉遭控藏「老鼠屎」.業者:異物疏失華視影音11,176 次觀看・14 小時前
- 1:44壽豐鄉地震找嘸人! 鄉長出國考察惹民怨|#鏡新聞鏡新聞9,291 次觀看・7 小時前
- 1:26女長期睡機場又大鬧國門 不聽勸阻遭警驅離東森新聞影音320,566 次觀看・1 天前
- 2:42一分鐘報天氣 / 週六 (04/27) 鋒面系統影響 持續短暫陣雨或雷雨 留意局部較大雨勢發生Yahoo奇摩新聞(報氣象)3,548 次觀看・11 小時前
- 2:01蹭危老末班車熱度? 板橋48年透天開價1 5億天價東森新聞影音32,276 次觀看・12 小時前
- 1:09《淚之女王》即將大結局!預告搶先看 金秀賢一句話讓金智媛瞬間愣住了娛樂星聞6,999 次觀看・1 天前
- 1:45男跳上銀行櫃檯咆哮 情緒失控喊:要搶回我的錢東森新聞影音35,566 次觀看・12 小時前
熱門必看
- 12:45心理測驗:你愛上同性的機率?唐老師一時口誤節目差點變18禁!?Ep.215-2唐綺陽談星室31,983 次觀看・3 天前
- 14:25昏暗老公寓化身質感美宅 空間感、採光起死回生簡直魔法Yahoo創作摩人7,658 次觀看・2 天前
- 0:18傳承老一輩甜品作法,最純粹的美味!板橋Edenx食旅23,317 次觀看・3 天前
- 16:22『橫濱一日遊』帥爆!見鋼彈最後一面!人也排到爆的橫濱家系拉麵!生日圓夢之旅最終章!戴妮塔 Nita & Dai's Daily5,189 次觀看・21 小時前
- 31:57【日本自由行】大阪→廣島5天4夜完整攻略🤩萬博紀念公園、姬路城、嚴島神社、和平紀念公園、廣島紙鶴塔、岡山倉敷美觀、大倉酒店、八天堂|日本旅遊・Japan 4K vlog吉田社長交朋友15,989 次觀看・4 天前