Consumers struggling to reach companies due to fragmented customer experience

According to the Northridge Group’s state of Customer Service Experience 2016 report, consumers are complaining about fragmented customer experience. Consumers are complaining about lack of help from service providers because of fragmented customer experience.

Out of the 1000 U.S. consumers surveyed, 44% of customers claimed that most company’s customer service is unreachable. 55% said they had to use two or more channels of communication to get in touch with a company to resolve an issue. On the other hand, 77% said that they used social media to contact channels the same amount or more times than previous years.

Pam Plyler, executive practice lead for customer experience at The Northridge Group, said: “When it comes to interacting with customer service departments, today’s time-starved consumers want easy. The unfortunate reality is that as consumers attempt to make contact with brands, it is anything but easy. Their experiences are often highly fragmented, inconsistent, labour intensive and lacking personalization. Putting an effective omni-channel strategy in place with an emphasis on the digital experience allows companies to respond seamlessly to customers—building service, sales, reputation and brand loyalty while also reducing costs. Consumers were also found to be increasingly impatient if more channels of contact were available. The report showed 19 per cent of baby boomers will attempt to contact a company through a second channel within an hour if they have not received and adequate response to an interaction. A greater proportion of millennials, 40 per cent, said they would try another channel if their interaction was not reciprocated within an hour.”

Dissatisfied customers are, unfortunately, an inevitable fact of business life. Providing effective customer service is very crucial for the success of any company. It is important to build strong client relationships, and growing your business. You need customers to operate your business, and if you have highly satisfied customers they will often refer more business to you. In fact, customer service analysis during the last decade says that you need to actually delight customers, not just satisfy them.

Techmode Outsourcing can help you enhance your customers’ experience. If you feel you aren’t providing your clients a good customer experience, contact us right now. We can provide you the best customer service.