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Quiz Time! Customer Service

Posted on 7.01.2016

Consumers are so frustrated with bad customer service experiences that a whopping 42 percent of them would rather clean a toilet than contact customer service according to data from the Aspect Consumer Experience Index, which exposes a significant opportunity for brands trying to gain a competitive edge.

Capitalizing on this frustration, however, isn’t easy for many reasons. For starters, the customer service industry is changing – particularly in the digital world. While it used to be enough to simply feature a live chat button on a website, brands now have to offer customer service options across channels. What’s more, companies must be able to answer customer inquiries quickly in these channels, as consumers don’t like to be kept waiting and are not shy to voice their bad experiences with a brand on the ’Net (specifically on social and review sites).

This is why brands must set aside time to put a strong digital customer service plan together that takes into consideration the growing expectations of digital consumers. This plan should not only include customer service solutions for websites and popular social channels like Facebook and Twitter, but also customer service through native and messaging apps on mobile devices.

Before you set a plan in motion, discover how much you currently know about the evolving industry by taking Website Magazine’s July Quiz Time


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1. On average, how long do brands keep customers waiting when responding to a message on social media?

a. 30 minutes

b. 2 hours

c. 11 hours

d. 20 hours

Cheat sheet: wsm.co/qtsocial


2. True or False: 75 percent of consumers prefer to use mobile customer care inside of an app because it reduces time and hassle.

Cheat sheet: wsm.co/qtengage


3. What is the top reason why consumers do not use social media for customer service purposes?

a. The time it takes to address issues

b. Limited functionality

c. It’s not feasible for complex tasks

d. Privacy concerns

Cheat sheet: wsm.co/qtsadstate


4. True or False: 47 percent of customers will leave for a competitor within one day if they experience poor customer service.

Cheat sheet: wsm.co/qtpoor


5. When should a proactive chat be launched?

a. To immediately welcome new website visitors

b. To ask a visitor to sign up for an email newsletter

c. In critical moments of the buying process

d. To make small talk that resembles an in-store experience

Cheat sheet: wsm.co/qtproactive


Answers:

1. C – 11 hours

2. True

3. A – The time it takes to address issues

4. True

5. C – In critical moments of the buying process

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