Disjointed enterprise communication is turning consumers away from customer service

Customers have increasingly high expectations of good customer experience and want to communicate with businesses through a variety of channels. According to a consumer survey from cloud communications provider, RingCentral,  these expectations are not being met due to disjointed communications technologies.

  • UK customers on average stopped using a product or service 3.6 times in the last year due to bad customer service experience. Generation Z and millennials cut ties at a greater rate — more than five times in the last year.

  • 89% of UK customers hate having to repeat themselves when interacting through multiple channels while 46% said they have cut ties with a brand after having to repeat themselves as they are passed from one agent to another.

  • 72% would rather do household chores than communicate with an ineffective chatbot.

Delivering the experience customers demand requires addressing the friction that results from fragmented employee and customer communications across channels. The research reveals that employee and customer engagement are closely linked.

  • 91% of the global employees surveyed believe a platform that lets them seamlessly navigate between all the ways they communicate and collaborate would make customers happier.
  • 94% of UK employees think video conferencing is effective, but it is only being used today by 31% as a customer service tool.

We all know that customers today want to communicate with brands across any channel, anytime, anywhere. But these expectations are simply not being met. As the data shows, customers will stop using a brand because of a bad experience. If businesses want to deliver the best possible experience, they need to arm their employees with the right communications solutions to do so — not only will this deliver the experience that customers crave, but it will ultimately result in boosting employee productivity and business profitability.

Sahil Rekhi, managing director, RingCentral EMEA