Analysing the reasons why customers call can help businesses to build customer loyalty and future sales. Contact centre agents must, therefore, be equipped with compelling data and technology to deliver positive customer experiences.
A brand's ability to earn customer loyalty is critical at a make-or-break moment as inflation rises, as customer expectations increase as well, resulting in higher prices. Consumers are reconsidering high-stakes purchases such as cars, vacations, and home improvement projects as inflation rises, but nearly two-thirds (63%) say they are still willing to pay more for better customer service.
According to Invoca's new survey, 500 consumers who completed a significant purchase in the last year across automobile, financial services, healthcare, residential services, insurance, telecommunications, and travel industries were polled to better understand the importance of customer experience throughout the buying process.
A large portion of consumers (76%) are looking for both good experiences and low prices when shopping, according to the survey. When asked what would cause them to discontinue doing business with a company, respondents indicated that they would terminate their business relationship after just one poor phone experience (16%). High prices ranked second, with a bad experience comprising rude customer service (59%), long hold times (58%), and too many transfers (58%).
Nearly three-quarters of consumers (68%) say they make phone calls at some point during their purchasing process. Consumers expect businesses to know why they are calling, especially if they have previously done business with them, as 85% believe they should already know a few things about them (e.g., purchase history, knowledge of who they are, etc.). These results contrast with those from 2021, when 71% of respondents believed such knowledge should already be available.
When a company understands why a customer is calling, customers are more inclined to do business with them in the future, according to the survey. Brands, therefore, must provide their contact center agents with cutting-edge technology and data to ensure positive customer experiences.
ShipAid has been on the forefront of customer satisfaction technology. We empower the brand to resolve shipping and order issues instantly, leaving their customers feeling heard and cared for.