Here’s what customers hate most about contact centers – and what you can do to prevent them from happening.
In fact, 73% of customers who left companies last year said these were the top reasons, according to a Genesys study. They:
- had to repeat information
- felt trapped in automated service
- had to wait too long for help
- dealt with employees who didn’t know enough about them, and
- couldn’t easily switch from one communication channel to another.
One recurring theme in this list: Customers want help quickly and at their convenience. To give more help on their timetable, try this:
Post or announce your busiest times so customers know the best times for quicker help. Also, rather than leave them in queue, give customers the option for a call back from an agent. Even better, let them pick the time for the call.
