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THE ROOT CAUSE OF NEGATIVE FEEDBACK FROM CUSTOMER IS POOR QUALITY OF CUSTOMER SUPPORT
Alexandra Shiryaeva
Chief Customer Officer at Usedesk
Today, this special column outlines all time critical topic that Casengo team has investigated recently: what are the reasons customers are unhappy, does the quality of customer service affect this, and how can you change it?
On average, 1 in 5 unhappy customers mentions support agents' attitude and long delivery time among the reasons contributing to a wrong impression. In many cases, customers' disappointment is so intense that they do not even attempt to get a solution and just leave.
Guys have analyzed over 46,000 negative customer reviews in e-commerce and transformed the results into an infographic.
On average, 1 in 5 unhappy customers mentions support agents' attitude and long delivery time among the reasons contributing to a wrong impression. In many cases, customers' disappointment is so intense that they do not even attempt to get a solution and just leave.
Guys have analyzed over 46,000 negative customer reviews in e-commerce and transformed the results into an infographic.
The overall conclusion is simple, yet the practice shows that it is unbearable for many companies: even the service's low quality or the product (delivery) itself can be crucial. The customer is likely to forgive your mistakes due to outstanding customer service. Quick response and quick assistance can give you a second chance - use it with no hesitation.
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