{"id":50796,"date":"2024-08-27T09:39:26","date_gmt":"2024-08-27T07:39:26","guid":{"rendered":"https:\/\/enreach.es\/?p=50796"},"modified":"2024-08-29T10:06:54","modified_gmt":"2024-08-29T08:06:54","slug":"top-customer-frustrations-when-calling-customer-service","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/top-customer-frustrations-when-calling-customer-service\/","title":{"rendered":"Top customer frustrations when calling customer service"},"content":{"rendered":"
Level:<\/strong> Intermediate<\/h5>\n

Using a product or service less frequently, not purchasing additional services in the future, and speaking negatively about the brand<\/strong> are all consequences of a poor customer service experience.<\/p>\n

A recent Gartner report on the behaviour of new generations warns the industry that now, more than ever, it needs to invest in improving the customer experience (CX).<\/strong><\/p>\n

Fortunately, contact centre professionals are taking the demands of new consumers very seriously, and 86% of customer service leaders will prioritise improving the customer experience in 2024.<\/strong><\/p>\n

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\u201c86% of customer service leaders will prioritise improving the customer experience in 2024\u201d.<\/p>\n

– Gartner<\/p>\n<\/blockquote>\n

The question many are now asking is: how do we improve the customer experience?<\/strong> In this post, we’ll outline five processes that need immediate improvement<\/strong>, whether it’s configuring features in contact centre software<\/a> or integrating artificial intelligence tools for customer service<\/a>.<\/p>\n

1. POOR SOUND<\/span> QUALITY AND DROPPED<\/span> CALLS<\/strong><\/h2>\n

Customer service is the visible face of the brand; even when dealing with a BPO, consumers believe they are speaking directly to the company. We cannot afford poor sound quality.<\/strong><\/p>\n

Hearing background noise and not understanding what the agent is saying can be extremely frustrating, as can dropping the call halfway through due to poor call quality.<\/p>\n

Having noise-cancelling microphones so the customer can’t hear what’s happening around the agent is essential<\/strong>, as is having customer service software with the right features<\/a>.<\/p>\n

Providers that develop their own contact centre software (CCaaS) and are also telecom operators offer all-in-one solutions<\/strong> that simplify operations and administrative management.<\/p>\n

2. LONG WAITING<\/span> TIMES<\/strong><\/h2>\n

According to Spanish news channel La Sexta<\/em>, insurance companies take between 6 and 36 minutes to answer a call<\/strong>, while energy companies take an average of 16 minutes.<\/p>\n

Waiting in a queue for an eternity is a universal frustration that inevitably makes us think “we are off to a bad start”. Being put on hold for more than ten minutes in an emergency<\/strong> is undoubtedly very damaging to CX.<\/p>\n

The forthcoming Spanish customer service law<\/a>, which will require customers to be dealt with within three minutes, is about to be passed. To avoid fines of up to \u20ac100,000<\/strong> and not ruin our customers’ experience, there are three solutions we can apply:<\/p>\n

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  1. Integrate a bot that allows users to hang up<\/strong> without losing their place in the queue and receive a callback when they reach the top position. This bot is quick to implement and gets to the root of the problem.<\/li>\n
  2. Automate the handling of frequently asked questions<\/strong> with an AI bot that can qualify the user’s intent, resolve their query, and reserve agents for more complex inquiries.<\/li>\n
  3. Enable new customer service channels<\/strong> to reduce call volumes. Millennials<\/strong> and<\/strong> Generation Z<\/strong>, the digital savvy, prefer to interact via their preferred platforms, such as web chat or WhatsApp.<\/li>\n<\/ol>\n

    3. REPEATING<\/span> THE REASON FOR THE CALL<\/strong><\/h2>\n

    Being passed from one agent to another and having to repeat the problem is frustrating. If the customer does not have a ticket number<\/strong> or is not connected to an expert<\/strong> on the first call, they will inevitably have to repeat the reason for their call.<\/p>\n

    To avoid this, we can:<\/p>\n

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    1. Implement a skills-based routing system<\/strong> that recognises the user’s need and directs them to the right department.<\/li>\n
    2. Use artificial intelligence<\/strong> to identify the customer, review their call history, and connect them with the agent they spoke to previously.<\/li>\n<\/ol>\n

      Integrating customer service software with a customer management programme<\/strong> (CRM or ERP) allows agents to have customer information with every call, enabling a more personalised experience.<\/p>\n

      4. DROPPED CALLS DUE TO QUEUE OVERLOAD<\/span><\/strong><\/h2>\n

      Another major frustration when contacting customer service is when the call is dropped because the queue has run out of time.<\/strong><\/p>\n

      Therefore, in the configuration of the customer service software, we need to change the rule<\/strong> that causes this to happen.<\/p>\n

      Alternatively, we can place users in another queue<\/strong> when the current one is about to overflow or, as mentioned in the second point, use callback bots<\/strong> and automate responses<\/strong> to common call reasons.<\/p>\n

      5. AUTOMATED RESPONSES THAT END<\/span> THE CALL<\/strong><\/h2>\n

      At the pinnacle of the worst customer experience are automated systems that do not provide personalised attention. We’re talking about IVR systems that ask users to press numbers on a keypad and play only prerecorded messages without transferring the call to an agent.<\/strong><\/p>\n

      The aforementioned Spanish customer service law<\/strong> also prohibits the exclusive use of these systems, penalising companies that do not provide accessible and human customer service.<\/p>\n

      If we receive a high volume of calls and\/or have a small team of agents, we can leverage personalised service with artificial intelligence<\/a><\/strong> that automates responses to simple queries.<\/p>\n

      Unlike automated responders, AI bots<\/strong> can provide the same level of service as an agent<\/strong>, but only for queries that do not require emotional intelligence, such as sending an invoice, explaining the return process or resolving an issue outlined in a manual.<\/p>\n

      DOES YOUR CONTACT CENTRE SOFTWARE ALLOW YOU TO OPTIMISE<\/span> THESE PROCESSES?<\/strong><\/h2>\n

      Discover how Omnichannel Contact Center<\/strong> features are designed to improve your customers’ experience, and how it uses artificial intelligence<\/strong> to reduce waiting times and assist your agents.<\/p>\n