Wednesday, October 03, 2018

For Many, Reaching Out to Customer Service Isn’t Enjoyable

Written by Jen King

Article from eMarketer

Contacting customer service is a frustrating experience for many consumers, especially if it gets them nowhere.

According to a June 2018 survey from cloud-based solutions provider LogMeIn, nearly a quarter (23.6%) of internet users in North America—who have contacted a brand for support in the past six months—say their problem was never solved. Those who did manage to get it resolved said it took way too long (33.7%).

Others (38.5%) hated the fact that they had to repeat themselves over and over to other customer service agents as their query was escalated.

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