Every consumer at one time or another has had a poor customer support or service experience. While many business owners might just chalk up customer complaints to their personnel having a bad day, there are some rather significant consequences – like less revenue over time.
LiveOps today released research findings on the inter-dependency between the agent experience, customer experience and the bottom line. The company found that 92 percent of consumers report that a customer service agent’s perceived happiness has a direct impact on their own customer experience with the brand. In short, happy agents equal happy customers.
The research also revealed that 85 percent of consumers feel that how a brand handles issues on their website or on social channels (like Facebook or Twitter) is a good indicator of a brand’s ability to deliver customer satisfaction and quality of support.
The challenge for digital enterprises however is that most fail to provide a consistent support across multiple channels. 89 percent of consumers, according to the LiveOps research, believe it is important to able to communicate through any channel and receive the same quality and efficiency of response. The problem is that 61 percent of social media users feel brands don’t effectively communicate with them on these channels.