A full 90 % of respondents to a representative study by the Answers company Yext would like to find information about products and services on their own. Customers also prefer to solve their concerns and problems on their own instead of contacting customer service. Zoomers and millennials in particular belong to this target group. Further interesting findings of the study and which innovative customer self-service solution can meet these requirements – this is what this blog post is about.
The majority of clients would like to solve their problems on their own. This means that they would prefer to avoid calling customer service. Respondents said that so-called help pages, which many companies have in place instead of intelligent self-service solutions, frustrate them.
The biggest challenge of the help page is that search results are unrelated to the question (47%). About 42% of respondents also said that common search engines do not understand the question entered or provide outdated information as a search result (24%). Lastly, 21% of respondents said that the help pages were difficult to use.
The survey results put zoomers and millennials in particular in the spotlight. Zoomers and Millennials (now aged 18-34) prefer emailing (43%), live chats or chatbots (41%) rather than face-to-face contact with customer service when contacting them. The trend is towards asynchronous communication. The situation in Great Britain is similar.
Check out our checklist to find out whether your company is ready for self-service. We say yes!
Customers expect an average processing time of 15.7 minutes until their problem is solved (source: study). What is alarming, however, is the fact that respondents stated that they wait an average of seven hours for their problem to be satisfactorily resolved. In the UK, customers even waited up to nine hours - astonishingly long waiting times, given that the quality of service is now just as important to consumers as the product or service itself. An average waiting time of seven hours when a problem arises can have a significant impact on the customer experience and therefore on brand loyalty in today's digital world, where speed is required in real time.
The challenge for customers is that many companies still do not have customer self-service in place. The lack of self-service options makes personal contact with customer service for technical problems indispensable. Seven-hour average waiting times, slow or unsatisfactory problem resolution and more make respondents willing to switch companies, brands or providers, especially in the case of technical problems in the home network, where patience is low if the service is poor or the problem takes a long time to resolve (AHT). Without a functioning internet connection, almost nothing works, especially in smart homes - even working from home becomes a test of patience.
The innovative self-service solution from Conntac provides the answer to the problem described above: Many respondents are frustrated by the fact that search engines do not understand the question asked and therefore provide inappropriate or outdated answers. This is much less the fault of companies or search engines. It is often the lack of technical understanding on the part of those affected, who therefore do not even know what exact question they should enter for a satisfactory answer. At the same time, the problem is often an individual one, which is difficult for companies and search engines to understand. The simple solution to complex (technical) problems of all kinds. With the problem analysis and problem solving function, we support our customers' customers in solving problems in the home network independently - around the clock, intuitively and tailored to the individual problem.companies that respond to customer requirements secure a decisive competitive advantage and create an outstanding customer experience.
