New research uncovers customer service inflection point sparked by pandemic challenges

Inflection point

Businesses risk losing customers due to inefficiency and poor quality of service across channels, according to research by Pegasystems Inc.,a software company.

The global study, conducted by Savanta surveyed 12,700 business leaders, agents, and customers to understand how the pandemic is impacting states of customer service.

Businesses are making progress by adding more digital service channels to keep up with customer demands; however, this progress often comes at the expense of service quality by creating more inconsistencies and increasing customer frustration.

For many businesses, the pandemic created extraordinary challenges that exacerbated longstanding customer frustrations, such as having to repeat the same information to multiple agents and being passed to different departments to resolve a single issue.

Bad service can be so irritating that nearly 27% of consumers surveyed felt it had ruined their day and even caused one in 10 to cry or nearly cry.

But their most consequential reaction is often expressed through their wallets: 77% of customers said they would take their business elsewhere if they received poor service.

The pressure is on executives to address these service issues before they do any further damage to their businesses, many of which are still in pandemic recovery mode.

Some businesses are already responding

Compared to a similar study in 2019, the number of businesses providing some form of omnichannel service today has increased from 55% to 68% – a 24% increase.

But even as organisations invest in or explore new technologies to enhance service, 80% admit the quality of service varies across the channels they support.

The survey identified three areas that will be a priority as organisations continue to strive for optimal customer service:

Service needs to offer final resolution on all channels

The main issue with service is lack of consistency. 67% of customers think businesses need to improve service quality on non-traditional channels, such as web, mobile app, and chatbot.

This inconsistency leads to customers repeating information across channels and resorting to less desirable channels, like phones, to achieve final resolution.

Half of customers cited a phone call as the only way to solve an issue. If they’ve tried and failed with other channels, by the time they resort to the phone, they are frustrated, angry, or both.

Organisations need to equip all service channels to be equally effective, saving customers and agents time and improving the experience for customers and employees.

Self-service is gaining popularity but mainstream approaches fall short 

The desire for self-service is stronger than ever – 45% of customers surveyed are more likely to use self-service today than before the pandemic.

And while 82% of consumers are willing to use self-service, 46% still don’t expect it to work.

75% of customers want businesses to improve self-service and 56% visiting a business’ website before calling, there is a massive opportunity for business to improve self-service capabilities.

And as customer bases grow to include younger, digital-native generations, organisations must meet new service preferences and expectations to maintain loyalty and draw new customers in.

AI and automation are crucial to achieving high levels of service 

Once life begins to return to normal, customers will still expect the same – if not better – levels of service, which require the right infrastructure and tools.

85% expect to invest in AI technology in the next few years, while 57% will increase investment in self-service and automated customer service technology within the next two years.

Additionally, 53% of business leaders plan to use technology to proactively monitor customer data to predict problems before they arise, and almost two-thirds of customers agree companies should provide this service.

These investments will help enhance both agent-assisted and non-agent-assisted channels for faster resolution – sometimes even before a problem arises.

The impact of the pandemic has long-lasting implications for customer service, both today and in the future. As businesses adjust, having the right solutions in place will help provide the level of service customers have come to expect.