Bad service drives away customers fast, says Vonage study
NEW JERSEY, UNITED STATES — A new report from cloud communications provider Vonage revealed that consumers are frustrated with poor customer service experiences and will readily take their business elsewhere after just one or two bad interactions.
The findings are based on a survey of 6,750 respondents across 17 countries. Overall, 74% said they would stop buying from a company after a poor service experience. Shockingly, 46% would leave after just one or two bad experiences.
The top complaints centered around long wait times to speak to agents (63%), having to contact support multiple times to resolve an issue (63%), and repeating details about the problem to multiple agents (61%).
There is a clear demand for 24/7 customer support availability, with 51% citing frustration when service is not around the clock.
The report also predicts increased use of artificial intelligence (AI) and automation to deliver more personalized, seamless experiences across channels like voice, video, chat, and messaging. Over a quarter of respondents expect to use video chat for customer service within the next year.
“A growing wave of consumer acceptance is poised to become a sea change as more people around the globe embrace AI for an improved customer experience. Businesses that align with and ride this invitation for innovation will win,” said Vonage Chief Marketing Officer Joy Corso.
Ultimately, the research shows that customer loyalty depends on providing excellent omnichannel service. Businesses must meet rising expectations to attract and retain users in an increasingly competitive landscape.
