Maven WebChat
June 3, 2022

The Downfall of Bad Customer Service

We have all experienced bad customer service one way or another. It can take place through a frustrating call with an agent that doesn’t quite understand what you need, gives you abbreviated information, or provides entirely mixed messaging from an agent you previously spoke to beforehand. How can we circumvent this experience so that the relationship a customer has with the business and word of mouth reputation customers relay to one another are not tarnished? 

According to a recent study, “buyers experiencing customer service difficulties increased from 42% in 2013 to 66% in 2020.” The pitfalls of rude behavior, lack of empathy, lengthy wait times, and constant repetition of an issue have all contributed to the overarching feeling of bitterness felt by customers

With Maven WebChat, you can offer your customers an outlet to enjoy an improved customer experience. With automations in place, customers can avoid the long wait to get their questions answered by clicking on one of the options that matches their concern upfront. If the answer or request is not a match, customers do not need to repeat themselves over and over as the chatbot will escalate the conversation to an agent where you can engage with a member of the business in real time. You can avoid the trappings of listening through a series of menu options on the phone and either receive the knowledge you are seeking right away or have an available agent right at your fingertips.

The most important part of a successful business is a returning customer base, and Maven WebChat can easily contribute to a much more positive experience without unnecessary hassle.