Skip to main content

Problem with 'One Size Fits All' Customer Care

Multichannel Newswire reports that Interactive Voice Response (IVR) units have helped to reduce the amount of time customers are on hold during service calls, but a recent study from Accenture found that six out of 10 respondents to an online poll did not believe that IVRs, live online chat and other automated technologies improve the quality of their customer service experience.

About 18 percent of the 1,000 who responded to the survey said retailers have the worst customer service, followed by Internet service providers, banks, landline and cellular phone providers and cable and satellite firms. Utility companies, life insurance firms, airlines, and hotels were cited the least, the survey found.

Being kept on hold was among the biggest complaints. Other gripes included having to repeat information and being pitched extra services during a service call. But automated phone services received the lowest level of satisfaction among all customer service channels, while in-person services rated highest.

Indeed, it would appear that people dislike automation so much, there is a Web site -- -- dedicated solely to promoting human interaction on the phone. The site also gives consumers a roadmap to speak with a real customer-service rep.

While getting a real person on the line is paramount to some customers, speaking to a CSR doesn’t guarantee satisfaction. Accenture’s study found that women were more likely than men to ask to speak to a supervisor, while men would simply hang up. Women were also more likely to complain about repeating information to several agents, and put a higher level of importance on an agent's manor and approach.

Among all respondents, those under 40 were the least loyal, with some 54 percent saying bad customer service had prompted them to switch companies in the past year. One in five said they have hung up on customer service agents and called back hoping to reach a different (more helpful) agent.

Popular posts from this blog

Wireless Solutions Advance Work from Home Trends

Despite a challenging backdrop from the ongoing effects of the global COVID-19 pandemic, the negative impact on fifth-generation (5G) wireless supply chains has been minimal compared to the wider mobile smartphone market. This led to 5G mobile devices becoming more diverse, brought to market quickly at a variety of price points, thereby accelerating affordability and adoption. The mobile market is transitioning to 5G and many leading vendors are now exploring the low-priced 5G smartphone segment. According to the latest worldwide market study by ABI Research, 681 million 5G handsets will be shipped in 2022. Therefore, the race is on for OEMs to find that all-important level of differentiation in their flagship portfolios to help boost margins and improve market share. 5G Wireless Market Development Vendors continue to drive the adoption of new product designs, screen technology, chipsets, and camera setups -- notably within the flagship smartphone segment. Meanwhile, the leaders seek a

Software-Defined Infrastructure: The Platform of Choice

As more organizations adapt to a hybrid working model for their distributed workforce, enterprise CIOs and CTOs are tasked with delivering new productivity-enabling applications, while also seeking ways to effectively reduce IT cost, complexity, and risk. Traditional IT hardware infrastructure is evolving to more software-based solutions. The worldwide software-defined infrastructure (SDI) combined software market reached $12.17 billion during 2020 -- that's an increase of 5 percent over 2019, according to the latest market study by International Data Corporation (IDC). The market grew faster than other core IT technologies. The three technology pillars within the SDI market are: software-defined compute (53 percent of market value), software-defined storage controller (36 percent), and software-defined networking (11 percent). "Software-defined infrastructure solutions have long been popular for companies looking to eliminate cost, complexity, and risk within their data cente

Digital Identity Verification Market to Reach $16.7B

As more enterprise organizations embrace the ongoing transition to digital business transformation, CIOs and CTOs are adopting new technologies that enable the secure identification of individuals within their key stakeholder communities. A "digital identity" is a unique representation of a person. It enables individuals to prove their physical identity during transactions. Moreover, a digital identity is a set of validated digital attributes and credentials for online interactions -- similar to a person's identity within the physical world. Individuals can use a 'digital ID' to be verified through an authorized digital channel. Usually issued or regulated by a national ID scheme, a digital identity serves to identify a unique person online or offline. Digital Identity Systems Market Development Complementary to more traditional forms of identification, digital identity verification systems can enhance the authenticity, security, confidentiality, and efficiency of