Do you want the truth about customer care?
Arise polled 3500+ consumers across 9 different verticals on everything from their overall satisfaction to their thoughts on IVRs. What we got back were insightful revelations on where Customer Care succeeds and where it needs to improve. From how many contacts it takes to resolve an issue to how long it takes to get a response through social media, consumers gave us the unvarnished truth about their experiences on every channel and every type of request.
In conjunction with this research,
three exciting masterclasses have been created.
The Truth About
Response Times
Response times are the number one frustration of consumers. 67% believe it’s reasonable to get a live person in voice calls in under 3 minutes, but the reality is that 54% say it takes 4 – 10+ minutes to get an agent. Learn more about the mismatched expectations or response times and ways in which your Brand can be there for customers.
The Truth About
Automation
Even though 67% of consumers are satisfied with IVR systems, 61% have difficulty navigating the systems. Automation is great for the right use case, but if it becomes too complicated, it can cause consumer frustration that can have real negative impacts. Learn more about the best use cases for IVRs and chatbots, and how to truly deliver in complex interactions to be essential in customers’ daily lives
The Truth About
Knowledge
What’s driving consumer frustrations with agents? Agent knowledge! Did you know that 89% of escalations made to a supervisor are due to agent knowledge? Would you believe that 58% of respondents need more than one call to resolve an issue? Learn more about the impact of agent knowledge on consumer loyalty and ways in which Brands can be more aware of consumer wants and needs to deliver best-in-class customer support.