When you contact your customer support team, do any of the following things happen?
- They take hours (sometimes days) to get back with you or to resolve your issue.
- They put you on hold for long periods of time.
- They give you the “automated attendant shuffle.” (No, this isn’t the latest dance craze…)
- They’re rude.
- They’re unable to resolve the issue, even after repeated attempts and calls.
If so, you may be feeling defeated or drained.
You’re not the only one.
Roughly 66% of adults feel that valuing their time is the most important thing a company can do to provide them with a good online customer experience, according to Help Scout.
Poor customer service doesn’t just waste your time and energy, it also impacts your bottom line.
In fact, MarketWatch conducted an analysis of more than 4 million phone calls and found that over half of Americans say they spend 10-20 minutes weekly, or 43 days of their life, on hold. That’s a lot of time that could be spent growing your business (or golfing) instead.
Automated attendants are not a “necessary evil.”
According to AI Stats News, 86% of consumers prefer humans to chatbots. It’s easy to understand why if you’ve ever had to repeat your issue multiple times while following automated prompts. Then, when a human answers, you, yet again have to repeat the issue.
As if long wait times and bots weren’t troublesome enough, sometimes the support staff just isn’t friendly.
Okay, everyone has a bad day every now and then, but what if poor manners are more commonplace?
Well, it might be affecting your workplace culture more than you think.
Research shows that there’s a measurable “cost” to rudeness.
To paraphrase Georgetown University Management Professor, Christine Porath, in the Harvard Business Review, once rudeness happens, negative thoughts get into and stay in people’s heads longer. This can lead to more negative behavior.
In fact, her experiments reveal that, “people exposed to rudeness…are three times LESS likely to help others. In the end, it’s easy to lose confidence and trust in a support team that can’t quickly and effectively solve the issues at hand.
When assessing your future software provider, you should ask the following questions:
- Does a live person handle your call?
- Are they friendly & knowledgeable?
- Do they typically put customers on hold while they try to solve their problem?
- Do they resolve your problems quickly?
- Can you see their case studies and testimonials to learn what other clients have to say?
You and your company should come first every single time.
This is why we’re committed to offering you excellent customer service.
How do we make sure that we’re giving you our best?
We ask our customers for regular feedback on how we’re doing.
Time and time again, they tell us that that the quality of our customer support is unmatched in our industry, which is why:
- Our customers typically stay with us an average of 16.25 years.
- About 80% of our customers have already been with us 5+ years.
It’s true. Poor customer service is costing you valuable time and money.
AND it doesn’t have to be this way.
We’re always interested to hear more about how you’re solving your accounting software challenges. Please share more with us here.
Lastly, if you’re feeling stuck or unsure of how to get the most from your software technology, please contact us to schedule a free consult.