Customer Service Relevance Report 2023 Bad Self-service is Worse than No Self-service Customers Are Ghosting You
Customer Service Relevance Report 2023 Bad Self-service is Worse than No Self-service Customers Are Ghosting You
10 PagesThe 2023 Customer Service Relevance Report reveals that customer tolerance is at an all-time low, with most abandoning brands after only two negative experiences. From a survey of 4,000 consumers, it found 56% rarely or never complain, instead silently switching to competitors. Gen Z is especially prone to ghosting brands, though they show slightly more patience with digital missteps than older generations. Half of respondents said they prefer no self-service over a bad self-service experience, with frustrations centering on difficulty reaching a human, conflicting information, and poor content findability. Customers overwhelmingly want quick, accurate answers, with 50% preferring to see results directly in search. Industries like retail, utilities, and health insurance rank worst for digi
