More than 60% of customers australia whatsapp number data
polled by Zendesk in 20221 claim that their expectations for the standard of customer service they receive are higher than they were in 2021.
Support teams that don’t meet these customer expectations have quite a bit to lose. According to a recent Hiver survey2, after just one negative experience with a company:
- 72% of customers would switch to another company.
- 52% would dissuade friends and family from buying from the company.
- 36% would share their negative experiences via social media or review websites.
Don’t let these stats scare you — let them motivate you and your customer support team. Get ready for the year ahead by learning about customers’ support expectations in 2023 and how you can meet them.
Tip: Embrace AI-powered chatbots and predictive support analytics
To speed up your response times, targeted approach to b2b customer groups
use technology to automate repetitive customer service (CS) tasks and free your agents up for higher-value work. Add chatbots powered by artificial intelligence (AI) to all your live communication channels (messaging apps, websites, social media, in-app).
AI chatbots can handle routine service needs like starting returns, changing/tracking shipping, and more.
You can also program your chatbot to automatically answer basic and frequent customer questions so it can offer round-the-clock, immediate support. Even if the bot needs to transfer the issue to a live agent, customers will likely appreciate the prompt chat response.
How to Watch for Possible Chatbot Frustrations
Most customers egypt data are happy to interact with chatbots. Zendesk found that 66% believe chatbots make their lives easier, saving them time and effort, and 69% have no problem letting chatbots assist them in solving simple customer questions.1
But chatbots can also be a source of frustration if they are not working well. More than half (54%) of customers told Zendesk they get frustrated with the number of questions they have to answer before a chatbot decides to transfer them to an actual agent.1 Hiver found that close to 40% of customers get frustrated when chatbots can’t relate to and understand their issues properly.2
And while more and more companies are investing in chatbots, many admit that they haven’t figured out how to optimize their use. Zendesk found that half of businesses have been disappointed by the performance of chatbots and 57% blame frustration on “their ad hoc approach to AI integration.”1