Which factors contribute most to great and terrible experiences when customers contact businesses?
Respondents say the factors that contribute most to a positive customer service experience are helpful service agents (65% cite), having the ability to easily find the information needed (62%), and receiving proactive service to address potential issues (42%).
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Respondents say the factors that contribute most to a negative customer service experience are having to repeat themselves to multiple agents (56% cite), having to contact customer service multiple times (52%), and being unable to reach a live agent (47%).
Respondents say the things that matter most to them when trying to contact a business for customer service are the speed of getting connected to an agent (64% cite) and having to expend limited effort to achieve a resolution (46%).
The researchers found the customer service method of contact that has seen the greatest increase in usage over the past two years is webchat with a live agent (35% of respondents report using more).
About the research: The report was based on data from a survey of 5,053 people around the world between the ages of 18 and 80 with an annual household income of $40,000 or more.
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