Nearly half of Gen Z customers will simply hang up when asked to hold on to a call, reflecting a shift in customer service expectations.
An employee noted, 'When a chatbot sends me a link to a company's Frequently Asked Questions page, I feel like saying, 'Don't make me do the work, just give the answer!'' signaling frustrations with ineffective automated responses.
Expectations around speed and efficiency are outstripping even the most capable of humans, highlighting the need for businesses to keep pace with customer demands.
Businesses need to evolve by eliminating hold times and providing competent support, as customers will no longer tolerate poor service.
Collection
[
|
...
]