The CX need for speed has always been of the utmost importance in retail. When a customer requires help, and may be experiencing higher levels of stress, the worst thing a retailer can do is disrespect their time, or make it difficult to get their problems solved.
Kustomer went out and surveyed over 525 US-based consumers over 18 to understand how this need for speed translates into customer service preferences, and the results are staggering. A whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.
Download this research report to learn what your consumers expect when it comes to the CX need for speed, and how technology can play a role in enabling quick, positive customer experiences. You’ll explore:
A plethora of data from our survey of over 500 consumers
How slow service can cause businesses to lose customers for life
How changing consumer demands require new self-service options
What’s happening now and what’s next in the world of chatbots