More than 60% of customers mexico whatsapp number data
polled by Zendesk in 20221 claim that their expectations for the standard of customer service they receive are higher than they were in 2021.
Support teams that don’t meet these customer expectations have quite a bit to lose. According to a recent Hiver survey2, after just one negative experience with a company:
- 72% of customers would switch to another company.
- 52% would dissuade friends and family from buying from the company.
- 36% would share their negative experiences via social media or review websites.
Don’t let these stats scare you — let them motivate you and your customer support team. Get ready for the year ahead by learning about customers’ support expectations in 2023 and how you can meet them.
Customers Want Increasingly Speedy Resolutions
Customers don’t want to the rise of enterprise business messaging
wait for long periods when they need support — they want prompt, real-time responses.
According to Zendesk’s most recent Customer Experience Trends Report, 76% of customers want brands to engage them immediately after reaching out to a company for support. Hiver’s 2022 State of Customer Support Survey found that 33.7% of customers expect a resolution within two hours, and 52.17% expect a resolution within 24 hours of contacting a company.1
Businesses are aware that they could stand to improve in this regard. Less than 20% of companies polled by Zendesk rated their ability to quickly resolve customers’ problems as “extremely strong.”1
Tip: Embrace AI-powered chatbots and predictive support analytics
To speed up your response fax list
times, use technology to automate repetitive customer service (CS) tasks and free your agents up for higher-value work. Add chatbots powered by artificial intelligence (AI) to all your live communication channels (messaging apps, websites, social media, in-app).
AI chatbots can handle routine service needs like starting returns, changing/tracking shipping, and more.
You can also program your chatbot to automatically answer basic and frequent customer questions so it can offer round-the-clock, immediate support. Even if the bot needs to transfer the issue to a live agent, customers will likely appreciate the prompt chat response.