"Customer service in the UK has a problem. According to recent survey data, almost half of UK customers have experienced poor customer service over the past year. That's not a minor data point, but rather a warning sign. Long wait times, unhelpful responses, and automated loops that dead-end are just the beginning, and they erode customer trust quickly. While many businesses have invested heavily in digital tools and AI to help address these problems, that comes with its own drawbacks."
"Going hand-in-hand with this reality is a shift in customer expectations. Modern customers expect more, and they expect it faster, and done right the first time. And while they're not rejecting technology outright, they are pushing back against impersonal, ineffective, or sloppy AI support models that do more harm than good. For many, automation isn't a convenience, it's yet another obstacle to overcome."
Almost half of UK customers reported poor customer service over the past year, with conditions worsening. Common problems include long wait times, unhelpful responses, automated loops that dead-end, and requests to repeat information. Heavy investment in digital tools and AI has reduced the human element, leaving many customers frustrated by impersonal or ineffective automation. Modern customers expect faster, accurate resolutions on first contact and push back against sloppy AI support models. Speed and quality both matter, and quality depends on balancing technology with human agents and training to reduce friction and restore customer trust.
Read at London Business News | Londonlovesbusiness.com
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