9
Poorly designed solutions drive bad experiences For consumers, bad experiences stem from automated phone trees making it hard to reach an agent, support being offered at inconvenient hours, and agents lacking context on problems. Experiences over the phone make an impression—but not the good kind. People remember bad phone support more than they recall bad experiences in other channels.
Channel preferences and the self-service gap Phone and email remain the two most popular channels among consumers. These are also the most frequently offered by support teams, according to survey responses by customer support managers. But there is one clear disparity between what customers want and what support teams are offering. Customers are almost twice as likely to use self-service as a company is to offer it: 40% of customers start with a search engine or help center when getting in touch with support, while only about 20% of teams are offering self-service. Email is also overrepresented as a channel, with half of customers preferring it and nearly three-quarters of teams offering it.
Which are themost frustrating aspects of a bad customer experience?
Automated telephone system that makes it hard to reach a human agent
56%
72% Email 69% Phone
80
Customer support is only available at inconvenient hours
Phone 68%
53%
70
Having to repeat my information multiple times
45%
60
Email 47%
Getting in touch with support is too dicult
50
36%
43% Chat 38% Contact form 29% Social media 23% Help center
41%
Search/ help center
40
Chat 34%
The agent doesn’t have sucient information on file
23%
30
Contact form 22%
Not being able to find the information I need online
20%
20
Online c
0
20
40
60
Social media 9%
10
S
% of surveyed customers
0
SMS/te
% customer using
% support teams oering
None o
Agents’ views on the top factors driving bad experiences broadly match consumers’ pain points.
Phone and email are popular across age demographics. 68% of consumers say they have resolved an issue via phone, making it by far the most used channel.
Which are themost frustrating aspects of a bad customer experience?
Howdo you typically resolve your issues with a company?
Customer has to repeat their information multiple times
41%
Customer is unable to resolve their issue quickly
68%
38%
Phone
47%
Automated telephone system that makes it hard for customers to reach a human agent
37%
A search engine or FAQ/help center
41%
Agent does not have sucient customer information on file
29%
34%
Chat
22%
Online contact form
Customer is not able to find information they need online
25%
9%
Social media
Customer’s preferred method of contacting support isn’t available
20%
6%
SMS/text message
Customer support is only available at inconvenient hours
19%
1%
None of the above
0 10 20
30
40 50 60
70
0
10
20
30
40
50
% of surveyed customers
% of surveyed customer service agents
The Zendesk Customer Experience Trends Report 2019
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