Consumer expectations are shifting. In general, customers want more attention and expectations regarding customer service are not an exception to this trend. In fact, consumers are becoming less brand loyal, leaving for a competitor after a single negative experience. To put this trend into context, in 2014, 76% of consumers reported having ceased purchasing due to a bad experience while in 2016, that figure rose to 82%. Needless to say, it’s time to ramp up your customer service game!
In anticipation of the shifting expectations for customer service, here are three things consumers report they would like to see from brands’ support channels!