Contact center customer service

No Pain, All Gain (When it is Customer Pain)

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Research studies by the likes of Accenture have repeatedly shown that over 50% of consumers have switched brands due to customer service pain. It’s obvious that no (customer) pain is all (business) gain. So what are the biggest pain points and what can you do about them?

Here are findings from a Forrester survey, where 5000 consumers were asked to check the biggest pain points when they get customer service (they could pick upto two options) across a wide variety of industries: Retail, communication service providers, banking and financial services, property and casualty insurance, health insurance, healthcare providers, utilities, and government.

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This is painful!

Here’s what they had to say:

  • Different customer service agents give different answers (41%)
  • Customer service agents don’t know the answer (34%)
  • Can’t find answer on website (31%)
  • Other (17%)

So it’s clear that Knowledge is the Aspirin to their service pain, and in fact, it might protect businesses from cardiac arrest, too, by helping them avoid customer defection!

Here’s the good news: While Sting used to sing that he was the King of Pain or something like that, eGain Knowledge is the King of Pain-Killers! The solution includes best-of-the-best capabilities and 20+ years’ domain experience in this space that can put Bayer out of business!

You can also learn more about customer service pain relief at the upcoming Forrester webinars, sponsored by eGain.

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