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Top Pain Points in Customer ServiceIndustry and Generational Data Source: Forrester survey of 5000 consumersSponsored by eGain
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CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER34%
CAN’T FIND ANSWER ON WEBSITE31%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS41%
What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
OTHER FACTORS17%
ALL INDUSTRIES
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• Consistency of answers: Worst: Government (56%), Best: Online retail (33%)
• Agents not knowing the answer: Worst: Offline retail and technology (47%), Best: Property, casualty and life insurance (25%)
• Findability of answers on website: Worst: Online retail (40%), Best: Technology (27%)
• Younger consumers less forgiving of agents that are not knowledgeable
• 40% for Gen Y did not find agents to be knowledgeable vs. only 23% for seniors
• Only 9% of Gen Y consumers found non-knowledge issues as the main roadblock to service vs. 35% of seniors
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Note: Percentage figures refer to the percentage of respondents citing an issue as a top pain point
ALL INDUSTRIES
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER29%
CAN’T FIND ANSWER ON WEBSITE36.1%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS37.7%
OTHER FACTORS18.7%
BANKING
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER34.9%
CAN’T FIND ANSWER ON WEBSITE29.8%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS45.5%
OTHER FACTORS13.3%
CELL PHONE SERVICE PROVIDERS
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER32.5%
CAN’T FIND ANSWER ON WEBSITE26.8%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS45.2%
OTHER FACTORS17.7%
CABLE, INTERNET, OR TELEPHONE SERVICE PROVIDERS
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER35.6%
CAN’T FIND ANSWER ON WEBSITE26.9%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS56.2%
OTHER FACTORS17.9%
GOVERNMENT
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER31.3%
CAN’T FIND ANSWER ON WEBSITE29.4%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS35.6%
OTHER FACTORS23.8%
HEALTHCARE PROVIDERS
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER37.6%
CAN’T FIND ANSWER ON WEBSITE34.5%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS37.8%
OTHER FACTORS16.2%
INSURANCE (HEALTHCARE)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER25.4%
CAN’T FIND ANSWER ON WEBSITE33.2%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS41.3%
OTHER FACTORS20.8%
INSURANCE (PROPERTY, CASUALTY, AND LIFE)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER47.2%
CAN’T FIND ANSWER ON WEBSITE31.1%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS42.6%
OTHER FACTORS10.7%
RETAIL (CLICK-AND-MORTAR)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER31.2%
CAN’T FIND ANSWER ON WEBSITE39.9%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS33.1%
OTHER FACTORS14.9%
RETAIL (ONLINE)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER46.6%
CAN’T FIND ANSWER ON WEBSITE26.7%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS47%
OTHER FACTORS10%
TECHNOLOGY
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER39.4%
CAN’T FIND ANSWER ON WEBSITE26.9%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS36%
OTHER FACTORS20.5%
UTILITIES
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER40%
CAN’T FIND ANSWER ON WEBSITE31%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS48%
OTHER FACTORS9%
GEN Y (18-34)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER39%
CAN’T FIND ANSWER ON WEBSITE32%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS43%
OTHER FACTORS11%
GEN X (35-48)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER26%
CAN’T FIND ANSWER ON WEBSITE35%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS37%
OTHER FACTORS21%
YOUNGER BOOMERS (49-58)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER24%
CAN’T FIND ANSWER ON WEBSITE28%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS33%
OTHER FACTORS32%
OLDER BOOMERS (59-67)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER23%
CAN’T FIND ANSWER ON WEBSITE28%
DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS27%
OTHER FACTORS35%
SENIORS (68+)
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What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
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