Are there frequent Tweets blasting your brand for poor service?
Have service interactions been ending with the customer saying they’ll never do business with you again?
Is your social team dealing with “@yourbrandname are you going to address this?” comments on a TikTok detailing a negative experience with your brand?
If you answered “yes” to any of the above, we’ll state the obvious: your customers are unhappy.
But wait… there’s more!
If you answered “no”, there’s still a high chance you have some unhappy customers. The reality is that 91% of unhappy customers won’t even complain, they’ll just leave. So even if your Twitter mentions and company Facebook page aren’t filled with scathing reviews, keeping your customers happy should still be top of mind.
Happy customers are not only less likely to churn, but they are also more likely to be loyal - and loyal customers are likely to spend more. But before you can deliver service experiences that delight, you need to understand what is dissatisfying customers. To get you started, we pulled some of the top reasons todays’ customers are unhappy with the service they’re receiving.
6 Reasons Your Customers Are Unhappy
1. Your support team is hard to contact
If you want your customers to be unhappy right from the get-go, make it a challenge for them to connect with your brand. Hide contact information in the depths of your website, limit your communication channels, offer anything less than 24/7 support… you get the point.
When customers are able to contact your support team via their channel of choice at a time that is convenient for them, they’re going to be more satisfied and engaged.
2. Long wait times
Who TF wants to waste their time waiting in a chat queue or on hold? The answer is nobody.
90% of consumers rate an “immediate” response to their customer service questions as important or very important. The longer your customers have to wait, the unhappier they’re going to be.
3. They have to repeat themselves
Having to reiterate information is frustrating, time-consuming, and makes consumers feel like nobody is listening to them. The resentment towards repetition is so strong that 92% of customers will actually spend more to do business with companies that don’t make them repeat themselves.
The solution? Fortunately, there’s tech for that! Eliminate the need for customers to repeat themselves by using AI tech that never forgets your customers and a helpdesk that provides a unified view of each customers’ information and conversation history.
4. They have to put in a lot of effort
An inefficient customer service experience is more than just a minor inconvenience; 77% of consumers say it actually detracts from their quality of life. The stakes are high, so it’s no wonder 96% of customers are more likely to become disloyal after a service interaction that requires a lot of effort.
Speaking of high-effort customer support…
5. One word: deflection
ICYMI: self-service is not full-service. In fact, only 9% of support journeys are resolved solely within self-service portals. By failing to provide customers with full-service, brands are creating more work for customers. They’re also missing an opportunity to make them feel valued and cared for.
Customer expectations are always on the rise, so it’s important to continually evaluate the quality of your brand’s service, identify pain points, and understand where your CX is falling short. Remember that your customers will tell you what they want (and don’t want!) from your service. Invite feedback, conduct social listening, and leverage robust analytics with data from the voice of the customer to uncover actionable insights.
With a customer-centric approach, the right tech stack, and refined processes, your support team can be better equipped to turn customers’ frowns upside down.