⚡️ NEWS ⚡️
Customer Experience Gets Worse, Again!
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Customer experience in the U.S. has declined for the third consecutive year, reaching its lowest average score of 69.3 out of 100. The decline was influenced by inflation, shrinkflation, and ineffective customer-service chatbots. Companies that hastily implemented AI chatbots have worsened the situation.
#marketing #customerexperience
#newsonleo #news
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Sooo many people, and I include myself in that, don't want to do those jobs anymore. One of the reasons, that I see it that way is because they keep people in the automated loop for so long that by the time they get to speak to a real person they're so angry that the customer service person gets an earful. And being on the customer side, I don't want to deal with the automated answering service whose choices don't include my issue. Or they keep you on hold for so long that by the time a real person answers you've forgotten what you want. Or they're hoping you hang up. When I get put on hold I envision them sitting in a call center taking bets on how long I'll wait before I say F' it and hang up.
👉🏽 SOURCE 👈🏽