Negative experiences with brand representatives deprive companies of 76% of customers | Rusbase

A study conducted by the Invoca platform, analyzing the work of support services, showed that 76% of customers are ready to abandon the company’s services if they have a negative experience with brand representatives.

A negative experience with brand representatives takes 76% of customers away from companies

Yekaterina Alipova

Among the main reasons for not buying, most respondents still indicate the high price of goods and services, but communication with employees is also important.

Customers don’t want to continue shopping with companies that experience long call wait times, high turnover, or poor customer service.

Rude managers take about 59% of customers away from the company, 58% “hang up” (waiting) when calling, and 58% change.

At the same time, 63% of respondents say they are willing to pay more for services or products if they are offered a better customer experience.

Customer data collection systems play an important role in this: modern consumers are already used to the fact that the company already has information about them.

For example, when calling the support service, 85% of customers expect that the employee will already have at least the simplest data about them (customer name, purchase history, etc.).

Cover photo: Andre Hunter/Unsplash

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