Customer Service Channels That Frustrate Consumers - eMarketer

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Customer Service Channels That Frustrate Consumers

Consumers will abandon a retailer because of poor customer service

February 26, 2016

Many consumers prefer traditional channels, like a phone, to communicate with a company. But according to November 2015 research, the phone can also be the most frustrating customer service channel.

Most Frustrating Customer Service Channel According to US Internet Users, Nov 2015 (% of respondents)

Aspect surveyed more than 1,000 US internet users ages 18 to 65. All respondents had to have contacted customer service in the past 12 months.

Nearly a third of internet users polled said that voice or phone was the most frustrating customer service channel. In fact, it was more frustrating—more than double—compared to going to a company’s website for customer service.

Other customer service channels, such as live chat, email or social networks like Twitter, Facebook and Instagram, were also frustrating channels, according to internet users.

US Internet Users Who Have Stopped Doing Business with a Company due to Poor Customer Service, by Industry and Generation, Oct 2015 (% of respondents in each group)

Customer service is important to retailers. A separate Aspect and Conversion Research survey found that more than half of US internet users have stopped doing business with a general retail company due to poor customer service.

Breaking it down by generation, the responses were similar across the board. For example, 54% of millennials said they stopped doing business because of poor customer service. Additionally, 50% of Gen Xers and 52% of baby boomers felt the same way.

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