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Gladly Highlights Changing Customer Expectations

The report reveals the areas where brands are failing and succeeding to drive consumer loyalty

Gladly, the customer service platform disclosed its fifth Annual Customer Expectation Report. The report states that 83% of the customers will invest in brands that offer great online customer service. While 28% said that their expectations were not met. The reason for dissatisfaction included explaining their concerns for more than one time. Apart from this, the survey revealed an alarming concern for the brands as 45% of the customers revealed that they won’t shop from the same brand after two negative customer experiences. 

The Other Key Details Of The Survey

 The survey also disclosed the following noteworthy points: 

  • Knowledgeable reps drive revenue- the customers were satisfied when their concerns were received by the executives who had knowledge about the product/service (78%), were able to recommend other options (34%), and offered extra assistance to fully resolve the issue(21%). 
  • 53% of the customers were happy to interact with chatbots when they were not in the mood to talk to a representative or wait for any human to assist them.
  • 43% found chatbots frustrating while communicating with a human representative 
  • Live-website chat and text saw an increase by 5 and 3% respectively, while phone and email channels saw a drop from the previous years.

 

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