Madrid Study degrees, official master's degrees online or the doctorate at a distance. The best option to study online. Customer service still leaves a lot to be desired; This is how consumers feel, who complain about not getting a response to their request every time they approach brands. According to data from Aspect , collected in new research on the experience of 2,158 participants who have needed to use customer service, 84% of them feel ignored. The study does not show this general discontent and how customers themselves react to the neglect of companies. In this sense, 64% do not consider that the treatment received is what corresponds to them as customers and almost half (42%) indicated that they try to avoid the use of remote customer service, preferring to resort to the point of sale.
What are the main flaws in customer service? When it comes to addressing brands, 65% complain that they have to repeat their problem over and over again. This is an all too common case when it comes to telephone service; since the client is usually transferred from one department to another, several times, with the feeling of having to start from the beginning Gmail Email List each time. For their part, 45% criticize that they do not obtain a valid answer to their problem; while 17% do not feel misunderstood, and 16% cannot use the customer service channel they prefer. How do they act in the face of this neglect? Faced with this frustrating situation, customers opt for other ways to try to solve their problem: 57% request to speak directly with a manager or supervisor. A third of them (36%) threaten to unsubscribe as a customer.
27% decide to opt for an alternative channel, while 9% use social networks as a way to publicly express their discontent. What channels do customers prefer to contact brands? The telephone continues to be the means most used by customers when it comes to presenting a problem. Its hegemony is overwhelming, collecting 63% of users. Online chat (14%), mail (7%) and other online resources (4%) follow far behind. In the case of social networks, only 1% consider that they receive adequate attention through these channels, although they highlight that 42% would like companies to enable social networks as a customer service channel, instead of being a marketing tool. A fact that shows that brands still do not take advantage of these 2.0 media as a means of contact with their customers. For their part, customers consider that brands that have multiple communication channels are more receptive and close (77%), which implies facilities when doing business. This proximity has a positive effect on a better service (74%) and a more direct and effective control of the relationship with the client.