Uk Consumers Demand Ai Fixes For Poor Customer Service, Survey Finds

By Author: Ben Gross
Total Articles: 433
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The outcomes of a recent survey on the customer service sector have just been published today, indicating a rising demand from UK customers for brands to address the decreasing levels of customer satisfaction. This is especially crucial as customers are becoming less tolerant of poor service quality.

Conducted by CommBox, a prominent conversational AI-powered digital customer engagement platform, the survey involved more than 1,000 consumers and 250 managers from customer-facing organizations. The findings highlight a significant gap between brands and UK shoppers. While over 90% of businesses believe they are meeting customer expectations, only 43% expressed being ‘satisfied’ with the service they received online in the past year.

Mind the Gap: Dissatisfied customers can lead to business losses

The primary causes of dissatisfaction among UK consumers include long waiting times (43%), the inability to speak directly to a human agent (37%), and the use of chatbots that are unable to resolve queries (36%). Despite the increasing popularity of automation and AI chatbots in customer service, UK shoppers ...
... continue to face challenges with this technology. Most consumers are open to using AI to address their concerns.

Nonetheless, neglecting the issue of low customer satisfaction could result in significant financial repercussions. After a negative experience, 87% of consumers indicated they would take action, with 51% choosing not to spend money with a brand and 30% opting for a competitor. Conversely, following a positive experience, the same percentage (87%) of consumers would also take action, with 38% returning to a brand and 25% willing to spend more money with that brand.

More Information : https://www.techdogs.com/tech-news/business-wire/new-commbox-survey-reveals-uk-consumers-call-on-ai-to-save-broken-customer-service-as-businesses-fail-to-deliver-on-customer-expectations