Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Retently

MARCH 23, 2023

In 2013, McDonald’s recorded the longest waiting time at its drive-thrus. And the waiting time is mainly influenced by the menu complexity. The insurance company was affected by a long-lasting scandal regarding their refusal to satisfy disability claims by their customers.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Comm100

NOVEMBER 13, 2022

Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more. 67% of consumers used social media for service-related needs in 2020, and this is growing. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support.

Omni-Channel 221

Omni-Channel Customer Service Chatbots Social Media 221