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.
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
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.