“I’m sorry. I can’t help you with that.” “Your call is important to us, please continue to hold.” “Can you repeat your information and the issue you’re experiencing?” We have all heard these responses from a customer service representative or automated support system at some point in time. The waiting periods, hard-to-understand representatives, and the endless transferred call loop can be extremely frustrating when you have a quick question or a unique problem. This infographic illustrates some of the issues that consumers find most frustrating with customer service in 2012.
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According to a global study by American Express in 2011, 90% of US consumers prefer to resolve their customer service issues speaking with a ‘real’ person on the telephone. But sometimes even speaking with a ‘real’ person isn’t good enough. Are you going to be put on hold? Is the individual knowledgeable about your situation? Are they rude or difficult to understand? How often can you make a support call and be transferred directly to an account manager with an MBA?
Since the members of our team here at AVAI Mobile can identify with customer service frustrations, we are fully committed to giving excellent customer service to all of our clients and partners whenever they have a need.
We have recently implemented a new chat feature on our website. If you have a quick question, feel free to chat with us and your inquiry will be answered almost immediately. Of course, you can always give us a call at the office and take comfort in being directly connected with your account manager. We work hard for you and we appreciate your feedback – if there is something we can do better, let us know!
Looking back at the infographic, it’s interesting to note that the use of social media to support or denounce specific brands and customer service experiences has increased exponentially over the past few years. When you receive poor service, it’s only natural to want to tell you friends and family to vent your frustration.
Can you identify with the frustrations of the consumers on the infographic? Send us your response for a chance to win one of our favorite stress relieving gadgets: Buckyballs!