Customer Expectations Poor Customer Service Wait Times 
Happy or Not
NOVEMBER 13, 2024
Using customer service tools to capture customer feedback at key touchpoints, they collected valuable customer data that provided insight into customer expectations and identified patterns of poor customer service. Read the full case study here 2. Read the full case study here 7.
TechSee
AUGUST 17, 2022
Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty. Lennar implemented visual remote care to reduce customer wait times for technicians to resolve their issue.
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Stella Connect
DECEMBER 15, 2021
Long wait times. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. .
Lumoa
JUNE 14, 2023
Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Train your customer experience team to be honest with customers.
Kayako
MARCH 14, 2022
How do Telecom companies keep satisfied customers and encourage customer loyalty? It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. We know that customers hate to wait.
Interactions
JULY 22, 2021
On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. This benefit is two-fold.
Thematic
JULY 12, 2018
Consider these two examples: “ great customer service ” vs “ poor customer service ”. What is it that customers expect that we don’t deliver?”. If you know what these themes are, you can monitor your team’s performance over time to drive real improvements.
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