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Crash and Churn: survey reveals the customer service fails that cause attrition

TechSee

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Surveys 164
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Zenarate Releases 2022 CX Leaders Trends & Insights, Consumer Edition Report with Execs In The Know

CSM Magazine

Top-line results, gathered via Google Consumer Surveys, indicate that consumers want “ease, greater access to agents, and better-trained agents.” Zenarate customers include 8 of the top 10 US financial institutions, and leading companies in the healthcare, insurance, telecommunications, technology, and travel industries.

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TeleTech Survey Results: The Mobile Customer Experience Imperative

Natalie Petouhof

percent of retail bank customers currently use their mobile devices for video chat sales or service support, nearly one quarter of all respondents (24.4 percent) would use these capabilities if their primary bank offered it. The study found that while just 1.4

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Guest Blog: Debunking Five Artificial Intelligence Myths – Real Tales of AI in Customer Experience

ShepHyken

Subsequently, brands from telecommunication companies to retailers have seen impressive results. At a large bank, I’ve witnessed a slim four-person team build high performing propensity and learning models for all business lines. AI-powered product suggestions for consumers regularly improve response rates by 300 percent or more.

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New report finds dissatisfaction in knowledge-based authentication

TRUSTID

Despite challenge questions still being one of the most frequently used methods for identifying callers, a new report has found that banks have an widespread lack of confidence in knowledge-based solutions accurately authenticating customers over the telephone channel.

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8 Practices to Increase Customer Lifetime Value of Your Business

ProProfs Blog

You can also personalize your brand by offering surveys via emails so that you are ahead on every step of your customer retention strategy. There are around 66% of users who tend to contact a brand’s customer support via 3 different communication channels inclusive of toll-free telecommunication, emails and social media.

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New report finds dissatisfaction in knowledge-based authentication

TRUSTID

Despite challenge questions still being one of the most frequently used methods for identifying callers, a new report has found that banks have an widespread lack of confidence in knowledge-based solutions accurately authenticating customers over the telephone channel.