CUSTOMER SERVICE How Customer Service has changed Since the pandemic started, consumers have had far fewer face-to-face interactionswith businesses, and a great deal more communicationwith Contact Centre agents. Customers weremore forgiving of poor service at the outset, but now feel the pandemic is no longer a valid excuse for shoddy customer service. Our infographic tells the story. What Customer Service professionals think 1 86 % AGREE THATCUSTOMERS ARE NOW SMARTER AND MORE INFORMED 93 % AGREE THATCUSTOMERS NOWHAVE HIGHER EXPECTATIONS 88 % AGREE THATCUSTOMERS ARE NOW MORE LIKELYTO SHARE EXPERIENCES Which sectors are getting it right – andwrong? 2 ? Top 3 sectors for customer satisfaction RETAIL ( NON - FOOD) LEISURE RETAIL ( FOOD)
Specifically, here’swhat customerswant from online retailers and their Customer Services
EMPATHY Put yourself inmy shoes – don’t just say you understandmy issue, makeme feel you really do.
SPEED 3,4 –thefive-minute rule
52 % WOULDN’TWAITMORE THAN FIVE MINUTES FOR THEIR CALLS TO BE ANSWERED 48 % WOULD QUIT LIVE CHATAFTERWAITING FIVE MINUTES
CHOICE Customers want to be able to choose how they interact with e-commerce. Whilst phone andwebsite self-serve are preferred channels across the entire customer journey, it’s very different when it comes to complaints. Preferred channel for complaints 4
…BUTONLY 16 % DEMAND THEIR E - MAIL IS ANSWERED FULLY IN FIVE MINUTES
40 % WOULD LEAVE A WEBSITE IF THEY
COULDN’T FIND THE INFORMATION THEY REQUIREDWITHIN FIVE MINUTES
E -MAIL 41 %
PHONE 33 %
LIVE CHAT 20 %
Bottom3 PUBLIC SERVICES ( LOCAL) UTILITIES TRANSPORT
AtWhistl, we’re the UK’s leading provider of personalised contact centre solutions. With over 20 years’ experience and a team of over 500 agents, we tailor our support to your needs providing an exceptional customer experience. The landscape has changed…we can help you navigate it.
But what do customers think? 2
Over a third of customers are not satisfied with the customer service they receive
Sohowcanorganisations improvetheirCustomerService? 2
35 % SAYTHIS IS BECAUSE OF COMMUNICATIONS ISSUES 15 % FOUND IT DIFFICULTTO COMMUNICATE THEIR PROBLEMTOTHE AGENT 13 % SAID THE AGENTWAS UNAWARE OF PREVIOUS CONVERSATIONS THAT HAD TAKEN PLACE
Here’swhat customerswant: 1.
3. More friendly and helpful staff
2. Better website navigation
Make it easier to contact the right person
Get in touch with our Contact Centre
specialists on 01628 703 782 to find out more
1. Hubspot report ‘The State of Customer Service’ 2. UKCustomer Satisfaction Index July 2020–July 2021 3. Whistl Research 4. Eptica 2020
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Whistl Magazine • Winter 2021
Whistl Magazine • Winter 2021
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