In our recent blog, we mentioned the rapidly increasing demand for a higher standard of customer service brought about by the pandemic. To add to that information, a research study of consumers in the UK and the US titled: Customer Service Trends for 2022: Preparing for the Future of Customer Service brought on some findings that anyone looking to grow their business this year must know about. Read on for some key information about the study:
Response time continues to be of utmost importance
- Both UK and US respondents noted response time as the most important when contacting customer service.
- 35% of consumers in the US stated that they’d only wait up to 5 minutes to get a response from customer service
- Similarly, 3 out of 10 consumers in the UK echoed this sentiment.
- Phone (41%), email (28%), and chat (20%) are the most likely channels to get in touch with customer service in both countries.
Decreasing consumer patience
- A whopping 60% of consumers from both countries stated that they will stop buying from a brand after a poor customer service experience.
- 53% said they switched brands due to a poor customer service experience in the past year.
- A huge chunk (67%) of shoppers in both countries would stop doing business with a brand after only 2 or 3 poor customer service interactions
Customers will be more vocal about their experiences
- 40% of consumers from both countries will share a poor customer service experience online, a 5% increase from last year.
- Almost half (49%) will tell their family and friends to stop buying from a brand after a poor experience.
The data above once again proves the importance of an improved and adaptable customer service structure. Just one bad experience can taint your brand’s reputation and can directly affect sales. Now is the time to focus on improving your customer service and ensuring you give a better experience.
Want to improve your service to adapt to the rapidly changing demands of customer service? Want more industry insights and tips for your team? Get in touch with Virtual Assistant Talent today and let’s work on keeping up with the customer service trends in order to achieve your business goals.
