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Consumers say Customer Service is 'trying too hard'

But it's not trying hard enough where it really matters

More than half (54%) of consumers want a company to solve their issues at first interaction, yet only one-third of businesses prioritize first-contact resolution. Instead, businesses have been prioritizing professionalism and friendliness (48%) in customer service interactions, and being quick to respond to requests (38%), according to the 'State of Customer Experience' study from cloud-based CX firm, Genesys.

The study examines consumer preferences and how businesses are approaching customer experience. First conducted in 2017, the report analyzes trends in consumer expectations, where businesses are getting it right, and where they're getting it wrong. When it comes to customer service, the study found that the biggest disconnect between consumers and businesses is the desire to solve an issue the first time a customer contacts a company.

Increasingly, businesses see customer experience as a main driver of consumer trust and loyalty, so much so that it has become a board-level priority for more than half (58%) of companies in the study. With 70% of consumers believing a company is only as good as its customer service, it's clear the customer experience can be a significant business advantage when done well. Yet, the fact that resolving a customer's issue the first time isn't a priority for more than two-thirds of businesses - and less than half (41%) believe they excel at FCR - demonstrates a significant gap in delivering the experiences consumers have come to expect.

In shedding light on consumer preferences, this report provides an opportunity for organizations to evaluate how they're meeting consumer expectations to shift thinking from company-centric outcomes to customer-centric experiences.

"Businesses are missing the mark when it comes to fully understanding what it takes to meet customer expectations, especially of first-contact resolution," said Ginger Conlon, Customer Experience Advocate at Genesys. "We're in a reality where consumers expect a company to know who they are and engage with the best agent that's equipped to meet their needs. Moving beyond efficiency and focusing on delivering the right data and orchestrating the next-best action in the ideal moment and channel are paths to success."

Highlighted findings from the State of Customer Experience report include:


Sources: Genesys /
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    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy.

This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits. It's the report no marketer can afford to be without.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability.

Find out what works and what doesn't, who's succeeded and how they did it, and how the world's top brands keep their competitive edge against all odds. This report gives you the data you need for the best decisions for a more profitable, more engaging marketing strategy.

Get the hard facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, studies, research and white papers, and gain an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Factbook at your side, you'll have a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

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