If you’re looking to improve your customer service provision, it’s important you understand what customers find frustrating about your existing service. To do this, you’ll need a list of common complaints. To give you an idea of where most businesses struggle, we’ve collected 10 of the most common customer service complaints heard in contact centres across the country.
- The issue is not resolved in the most efficient manner
- The speed of response is too slow
- Services aren’t personalised enough
- The customer can’t talk to a real person
- Customer service staff couldn’t do anything to help
- The IVR menu is too complex
- Issues reported on social media are ignored
- Long, long waits in queues
- There’s no service when the customer needs it
- Having to give personal details again and again
While resolving a customer problem at the first point of contact is the ideal result, it’s not always possible. Sometimes it will be necessary to use more than one channel. When this occurs, it’s essential that companies try to resolve the issue in the most efficient manner possible.
One of the most widespread customer complaints is that they’re passed between channels or customer service agents, without much getting done. In order to prevent this, businesses need a system by which the nature of customer problems can be recognised and the channel with the best chance of providing a solution is quickly identified.
Whatever channel they’re using, customers demand a quick response. In fact, The Institute of Customer Service has recently released a report that suggests this is the key metric differentiating high-performance organisations. https://www.instituteofcustomerservice.com/media/image/01ukcsi-july-2018-2507.jpg In other words, those who excel do so because they’re able to respond to customers quickly across all channels.
Speed of response is all about having the right infrastructure in place, but also requires businesses to move users through the customer service system in the most efficient way possible. For instance, integrating a well-designed chatbot into a customer service system allows you to answer a large number of simple queries, freeing up human agents so that they can answer the phones on the first or second ring.
Customers want a personalised and individual service – they don’t want to feel as though they’re just another consumer. Impersonal service can occur in two different contexts. It can be delivered by either disinterested or poorly equipped human agents or badly designed interactive technology.
In the first instance, the solution is to offer better training and supply human agents with the tools they need to provide a high standard of customer service. In the second, it’s typically necessary to seek out the professional guidance of a specialist in customer service technologies.
Customers may be coming around to automated and interactive digital technologies but one of their biggest complaints remains the fact that they can’t talk to a human agent when they want. All automated service channels should provide customers with the option to talk to a human agent at any stage of the process. This is particularly true of IVR and chatbots.
There are few things more frustrating to customers than getting through to a customer service agent who’s trying their best but can’t be of any help because they haven’t been authorised to perform certain tasks by their superiors. An efficient customer service system empowers human agents to make decisions that satisfy customers without having to run every query up the hierarchy.
IVR telephony is a particularly tricky one to get right. At its best, it’s a remarkably effective tool that can cut wait queues, provide customers with immediate access to important information, and ensure customers speak to the right agent first time around. However, when it’s poorly designed, IVR can frustrate customers beyond belief. If you’re going to design a successful IVR system, it’s vital that you keep it simple and comprehensible. If you lack in-house expertise, this may require specialist support.
For many businesses, social media is the channel that’s easiest to ignore. Perhaps it’s the vast quantities of messages that are sent, the presence of time-wasting trolls, or the fact that it’s on and available 24/7. Whatever the reason, customers do not appreciate a lax approach to social media interactions.
For the vast majority of consumers, social networking platforms are just another means of communication and should be afforded the same time and resources. And they’re right. Just because it’s new, confusing and difficult to manage, doesn’t mean business can ignore social media communications.
Nobody likes queueing. The British may be good at it but we definitely don’t enjoy it. If there’s one thing that will aggravate a frustrated customer it’s having to wait in a queue with terrible hold music. Fortunately, wait times can be drastically reduced by intelligent implementation of IVR and chatbot technologies.
We now live in an always-on, 24/7 consumer society in which everything is expected to occur instantly. This poses a problem for customer service departments. One of the main complaints made by irate customers is that they can’t access customer services when they need to most.
Seeing as most call centres operate working hours that are similar, if not the same, to most other employees, it’s understandable that some customers struggle to find the time to access customer services. The answer is carefully considered and well implemented self-serve technology.
Finally, customers don’t want to have to provide their personal details over and over again, especially when they’re forced to switch channels. In order to prevent this, data needs to be able to move freely between different departments and channels. This requires an omnichannel approach that aims to break down barriers between channels and encourage the idea that customers should be able to switch between channels seamlessly.
When it comes to satisfying customers, it’s important to understand where their priorities lie and what common customer service complaints consist of. Most important is the speed of response, followed by the ability to resolve queries as quickly as possible. Both of these factors depend on innovative and intelligent use of digital technologies to create and manage a more efficient customer service system. Though some companies will have the in-house expertise required for this type of organisation, the vast majority will require outside help.