Attention Sellers!Nearly 70% Of Consumers Abandon A Brand Due To Bad Customer Experience

The COVID-19 epidemic has significantly promoted the development of e-commerce and has also put forward higher requirements for customer service. Sellers cannot ignore this important link.

Recently, ArenaCX conducted a new survey of nearly 280 U.S. consumers over the age of 18. These respondents shared their experiences with customer service during the epidemic, such as longer waiting times on customer service calls. The specific survey results are as follows↓

During the epidemic, consumers became even more intolerant of long automated recorded calls and became more skeptical about it. Nearly 50% of respondents did not fully believe that automated recorded messages were authentic.

Consumer groups rooted in digital are even more disgusted with interacting with customer service. According to further surveys, more than 50% of Millennials and Generation Z are unwilling to deal with customer service.

When faced with poor customer service, consumer frustration often leads to lost sales. A survey found that across all age groups, nearly 70% of consumers abandoned a brand after experiencing a negative customer experience.

More than 80% of consumers said they waited longer than before when seeking customer service; nearly half of the respondents said they stopped waiting after receiving an "unusually high call volume" message.

56% of respondents said they would be willing to pay extra if a company could ensure excellent customer support.

There is no doubt that COVID-19 has solidified online shopping behavior. Since the outbreak, 64% of respondents have been shopping online more and will continue to maintain their online shopping habits even after herd immunity. And e-commerce is bound to be inseparable from real-time customer service.

However, it can be found from the above survey results that consumers are not very satisfied with the customer service provided by sellers, and this is directly related to the issue of brand loyalty.

As ArenaCX CEO and co-founder Doc Shufelt said, consumers are willing to pay a premium to avoid poor customer service, which is a wake-up call for sellers. Sellers need to integrate customer satisfaction into the core of their operations and achieve high levels of customer satisfaction indicators through good management.