96.4% of online buyers and service users have encountered situations where support staff did not solve their problems, follows from a survey of the ML platform for automating the client service Lia.Chat, received by .
Almost half of the respondents (43.7%) admitted that they regularly find themselves in such situations, more than a third (36.2%) - several times, 10% - once, and 6.5% complained that they were transferred to the FAQ section where you can find the answer to your question on your own.
55.5% of respondents spoke about rudeness on the part of support staff, however, they noted that such situations arose with them literally no more than twice. Only 3% of online shoppers regularly encounter rudeness from customer support specialists. 41.4% of such cases did not occur.
The most annoying problems in interaction with the support service, the participants of the study called: too long finding out the cause of the problem (36.6%), switching to other employees (29.2%), no response from managers (22.7%), repetition of the same questions (20.3%), scripted communication without trying to get to the bottom of the problem (16.3%), sent an answer to another request (15.4%), disconnection with support (8.5%), as well as cancellation of the order without the consent of the client (3.9%).
More than half of survey participants (59.2%) would like chatbots to replace support staff. 28.8% noted that they wanted to resolve urgent issues through a bot, and private ones - with the help of a live employee.
30.4% are sure that bots are faster than people in helping to solve the problem, in turn, 40.7% would prefer to solve their issues with a person.
Buyers also named service industries that most often experience problems with support services: ordering food and groceries (23.1%), mobile banking (21.6%), marketplaces (17.9%), taxi aggregators (17.8 %) and orders from restaurants (17.4%). Least of all, service users have problems with booking (2.3%).
The study involved 1206 active users of online stores and delivery services.
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